Email English

Paul E m m e r s o n email English Includes phrase bank of u s e f u l \ - r • • MACMILLAN Paul Emmerson Eng...

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Paul E m m e r s o n

email English Includes phrase

bank

of u s e f u l

\

-

r

•

•

MACMILLAN

Paul Emmerson

English Includes phrase

bank

of u s e f u l expressions

MACMILLAN

Contents To the student To the teacher Introduction

Basics

4 6 1 Formal or informal?

8

2 Missing words and abbreviations

10

3 Key phrases

12

4 Opening and closing

14

5 Giving news

16

6 Information, action, help

18

7 Internal messages

20

8 Attachments

22

9 Arranging a meeting

24

10 Invitations and directions

Language focus

Commercial

11 Negotiating a project

28

12 Checking understanding

30

13 Verb

forms

34

15 Sentence structure

36

16 Common mistakes

38

17 Punctuation and spelling

40

18

42

A customer-supplier sequence

Direct/Indirect Personal

Phrase bank Answer key

44

20 Discussing and agreeing terms

46

21 Asking for payment

48

22 Describing business trends

50

23 Cause, effect, contrast

52

24

54

Complaints

25 Apologies

Reports

32

14 Comparisons

19 Inquiries and orders

Problems

26

56

26 Report structure and key phrases

58

27 Linking words and relative clauses

60

28

62

Being direct and brief

2 9 Being indirect and polite

64

30

66

Being friendly

31 Advice and suggestions

68

32 Job application

70

73 85

To the student Who is this book for? Learners of English at intermediate or upper-intermediate level who want to write better emails. Learners studying on their own, or with a teacher. Why was this book written? In many English courses writing gets a low priority. Sometimes you do have a chance to practise some writing, but without a focus on emails. That is surprising, because emails are probably the most common type of written communication. Email English will give you the help you need to write effective emails. Perhaps you think that it is not worth spending time on emails. They are informal, written quickly, and no-one minds if you make mistakes. Well, that is true for some emails, for example emails between close friends. But what about an email to someone where you want to make a good impression? Or what about an email where you want to be a bit more careful or more diplomatic than usual? Or what about an email in a professional context? It takes awareness and practice to write in a style that fits the context, and Email English has many exercises to help you do this. How is the book organised? Email English consists of thirty-two units of language practice and a phrase bank. The language practice covers a wide range of topics and includes a great variety of exercise types, such as practice of key phrases, awareness activities about different styles of writing and practice of general language structures. The phrase bank has useful expressions divided into sections. At the end of the book is an answer key. How should I use this book? Look at the contents page and you will see that there are various sections in the book. Start with the 'Introduction' units - you will get an idea of how email writing style is different from the style of a letter. Then complete the 'Basics' section. You will practice and learn common phrases for most typical short emails. After that you can work through the book in sequence, or you might prefer to do the units in another order, for example according to what type of emails you most frequently write. Use the phrase bank as a reference when you write your own emails. The phrases in each section are presented in the most likely order that you will need them, so you get help with the structure of the email as well as the language. By the time you finish Email English you will be much more confident at writing emails. Your emails will be right for the context: friendly and informal, or simple and direct, or polite and indirect, depending on what is best for the situation. And in general you will be able to express yourself more clearly, you will create a good image, and your writing will be easier to understand. Other people will want to know you better, as a friend or colleague or business partner.

What else can I do to practise writing emails? Gee feedback on the emails that you write in real life: if you know a friend whose English is better than yours, or a native speaker, then ask them to make comments on your writing. Also, study the English in the emails you receive. If you receive a well-written email, remember to look carefully at the language. Build your own phrase book: start your own bank of phrases from ones you have received in an email or ones you have written yourself. If you want more help with grammar, we recommend Business Grammar Builder (Macmillan) by Paul Emmerson, the same author as this book. General tips Here are some general tips as a reminder for writing good emails: • Use a 'subject line' that summarises briefly and clearly the content of the message. Your email may be one of hundreds on the recipient's computer, and you want them to read it when it arrives and then find it again easily in their files. • Use short, simple sentences. Long sentences are often difficult to read and understand. The most common mistake for learners of English is to translate directly from their own language. Usually the result is a complicated, confusing sentence. • One subject per email is best. The other person can reply to an email about one thing, delete it, and leave another email in their 'Inbox' that needs more time. • Be very careful with jokes, irony, personal comments etc. Humour rarely translates well from one culture to another. And if you are angry, wait for 24 hours before you write. Once you press 'Send' you cannot get your email back. It can be seen by anyone and copied and sent round the world. The intimate, informal nature of email makes people write things that they shouldn't. Only write what you would be comfortable saying to the person's face. • Take a moment to review and edit what you have written. Is the main point clear? Would some pieces of continuous text be better as bullet points or numbered points.7 Is it clear what action you want the recipient to take? Would you be happy to receive this email? If in doubt, ask a colleague to quickly look through and make comments. » Don't ignore capital letters, punctuation, spelling, paragraphs, and basic grammar. It might be okay when you are writing to a very close friend, but to everyone else it's an important part of the image that you create. A careless, disorganised email shows the outside world a careless, disorganised mind. • Use the replies you receive co modify your writing to the same person. If the recipient writes back in a more informal or more formal style, then match that in your future emails to them. If they use particular words or phrases that seem to come from their company culture, or professional area, then consider using those words yourself where they are appropriate. • Be positive! Look at these words: activity, agreed, evolving, fast, good question, helpful, join us, mutual, productive, solve, team, together, tools, useful. Now look at these: busy, crisis, failure, forget it, hard, I can't, I won't, impossible, never, stupid, unavailable, waste• The words you use show your attitude to life.

To the teacher What is Email

EnglishI

Email English is a book to help your students write better emails. It is aimed at intermediate or upperintermediate level, and consists of 32 two-page units of language practice covering a very wide range of topics, a phrase bank of useful expressions divided into sections, and an answer key. Email English includes exercises on email style, but also practises more conventional language areas such as fixed expressions, sentence structure, linking words, prepositions and verb tenses. Email English assumes that students already have approximately 'intermediate' level, and exercises are designed to review language at this level rather than present it for the first time. If your students want more help with grammar, we recommend Business Grammar Builder (Macmillan) by Paul Emmerson. Why Email English? Writing gets a low priority in many coursebooks, and very few give a systematic and comprehensive treatment of emails. This is surprising, because emails are by far the most common method of written communication, and writing emails is included in many examinations. Working through Email English will make your students much more confident in this area. They will be able to express themselves more clearly, their writing will be easier to understand, and they will be able to pass examination questions based on writing emails with much higher marks. How can you use Email English, in class? Work through units 1-3 of Email English in sequence. After that, you can do the units in any order. Encourage your students to use the phrase bank as a reference for when they write their own emails. The phrases in each section are presented in the most likely order that a writer will need them, so the student gets help with the structure of the email as well as the language. Free writing practice and the Email English website Email English is designed for self-study as well as classroom use, so there is no 'free' writing practice in the book. This is convenient for teachers if you don't have time for a follow-up writing task. But if you do want to set a freer writing activity at the end of a unit, then we have included some suggested tasks on this website: www.businessenglishonIine.net. There are tasks for both working professionals, and for students in Higher Education who have little experience of the professional world. Encourage your students to write emails using a word processor, then they can go back and change it after they get your comments. Soon they will build up a bank of emails they have written. Also encourage them to bring in any well-written emails they receive, so you can study them in class together. From time to time also remind your students to look again at the 'General tips' on page 5. Organising a writing task The first choice that you have is students writing their emails in class or for homework. If students write in class you will be able to go round monitoring and helping. A word limit or time limit will help to focus the activity. As you circulate, note down any points that you think would be of interest to other students as well, and cover them in a short feedback slot with the whole class at the end.

When students finish writing they can hand in their work to you for marking, or work in pairs to improve each other's work, or use their ideas to build up a 'collective best version' on the board. Let's look at each option in more detail: 1 Teacher marks the students' work. You can give explicit correction by underlining and writing in the correct form. Alternatively, you can give guided correction by underlining only, perhaps with a hint in the margin, and asking students to try to correct their work themselves. T h e most challenging form of correction is to not underline any words, but to write a comment in the margin next to the appropriate line (e.g. 'verb tense', 'preposition', 'word order' or 'formality'). Students then work in pairs in the next class to help each other to respond to your comments. Don't forget to acknowledge good use of language in your feedback - a specific comment in the margin ( G o o d use of this phrase), or a more general word of encouragement at the end (Very well written; A big improvement). 2

Students work in pairs to correct and improve each other's work. Students learn a lot by correcting errors in other students' work, and it helps them to get into the habit of reviewing and editing. They can also learn positive things from another student's text: fixed expressions, grammar, topic vocabulary, style, other ways to organise ideas etc. Peer correction also helps change the classroom atmosphere from the quiet, heads-down writing task to something more lively and communicative. After students have worked together to check and correct each other's comments, leave time for them to rewrite their emails individually before they finally hand them in to you. A similar idea is when students finish their first individual writing, ask them to leave their emails on the desk in front of them, or stick them up on the board/walls. Then ask them to go round and read all the other emails, looking at the structure, organisation of ideas, and noting down any good phrases that other students used. Then they return to their seats and make any changes that they want to.

3

Collective best version on the board. This method is good in small classes where all the students have been doing the same task and the content of their emails is similar. G o through the email sentence by sentence. Each time begin by asking one or two students to suggest an idea, then the whole class (including you) can comment on, reformulate and improve these ideas. Build up an agreed version bit by bit on the board. O f course, the final words will be different to what any one student originally wrote.

Always consider the idea of repeating a task in a later lesson. T h e students will use the same instructions and can look briefly at their previous, corrected version before they begin. T h e n they write the same email again. T h e importance of repeated practice of this kind is often underestimated by teachers who think it might be boring for students. Students tend to recognise that it helps build fluency in writing. Repeating an email from a previous lesson is also a good 'filler' activity for the end of a lesson. Finally, an email is something that someone sends to someone else. S o look for opportunities in class for students to 'send' emails to each other, and for the recipient to write a reply.

Formal or informal? First, read the information about writing emails then match the informal phrases ( 1 - 1 5 ) with the neutral/formal phrases ( a - o ) . Three different writing styles are often identified, although in real life the differences are not so clear: Formal

This is the style of an old-fashioned letter. Ideas are presented politely and carefully, and there is much use of fixed expressions and long words. The language is impersonal. Grammar and punctuation are important. This style is not common in emails, but you can find it if the subject matter is serious (for example a complaint).

Neutral/ Standard

This is the most common style in professional/work emails. The writer and reader are both busy, so the language is simple, clear and direct. Sentences are short and there is use of contractions (I've for I have etc.). T h e language is more personal. However, the style is not similar to speech - it is too direct.

Informal

This is the most common style for emails between friends. Sometimes the email can be very short or it could include personal news, funny comments etc. This is the style that is closest to speech, so there are everyday words and conversational expressions. The reader will also be more tolerant of bad grammar etc.

Informal 1

What do you need?

Neutral/Formal a) With regard to ... (or With reference to)

2

Thanks for the email of 12 Feb.

b) I can assure you that ...

3

Sorry, I can't make it.

c)

4

I'm sorry to tell you that ...

d) Please let us know your requirements.

5

I promise ...

e) I was wondering if you could ...

6

Could you ...?

f)

7

You haven't ...

g) I look forward to meeting you next week.

8

Don't forget ... ....

h) Thank you for your email received 12 February.

9

I need to ...

i)

I am afraid I will not be able to attend.

10

Shall I ...?

j)

Would you like me to ...?

11

But ... j Also ... I So ...

k) I would be grateful if you could ...

12

Please could you ...

1)

13

I'm sorry for ...

m) It is necessary for me to ...

We note from our records that you have not ...

We would like to remind you that ...

Please accept our apologies for ...

14

Re...

n) We regret to advise you that ...

15

See you next week.

o) However ... / In addition ... I Therefore ...

Note: with business emails you can mix styles to some extent, but don't mix styles at the two extremes. If in doubt, follow the style of the other person.

Rewrite the emails below by substituting the phrases in italics with more informal phrases. Section A will help you. U s e contractions (e.g. I'll) where appropriate. Email 1 I am afraid I will not be able to attend the meeting on Friday. As I will miss the meeting, I was wondering if you could send me a copy of the minutes? I will write to Anita as well, to inform her that I will not be there. Once again, please accept my apologies for this, and I can assure you that I will be at the next meeting.

S.aay.J..-.CMtl.M&keJLm...Edday,

Email 2 Thank you for your email of 25 January where you requested assistance on how to order on-line. It is necessary for me to know your ale number before I can deal with this. I would be grateful if you could also provide details of which version of Windows you are using.

Email 3 |

With reference to your order number J891 - we received it this morning, but you have not filled in the sections on size and colour. Please let us know your exact requirements. These products are selling very well at the moment, and we regret to advise you that the medium size is temporarily out of stock. However,

'

we are expecting more supplies in the near future. Would you like me to email you when they arrive?

Match the words of Latin origin in box A with the shorter words in box B . Box A

Box B

1 assistance

6 information

11 repair

2 due to

7 obtain/receive

12 request

3 enquire

8 occupation

13 requirements

4 further

9 possess

14 reserve

5 inform

10 provide

1 A 2

15 verify

1

'

a) ask

f) facts

k) help (n)

b) ask for

g) fix (v)

1) job

c) because of

h) get

m) more

d) book (v)

i) give

n) needs (n)

j ) have

o) tell

• e) check/prove

10

U

12..

13.

14

Note: longer words of Latin origin sound more formal, and shorter words sound more informal.

15

Missing words and abbreviations Read the information below. T h e n match the sentences (a—1) to their descriptions. Missing out words is common in emails and informal speech. It happens where the people know each other very well and the situation is relaxed and friendly. The meaning is clear from the context so the full grammatical form is not necessary. a) (That's a) good idea!

g) Just read (the) email about relocation.

b) (Did you) get my last email?

h) Your suggestion (is) good, but needs clarification.

c) (I) think your idea is great.

i)

(Are you) coming with us on Friday?

d) (It) sounds like fun!

j)

(I) hope you're well.

e) (I am) looking forward to seeing you.

k) (It's a) pity we missed you yesterday.

f)

(I'll) speak to you later.

1) Next week (would be) better than this week.

1

The subject 'I' can be left out, especially with mental verbs like hope, think etc. ...£.. /

2

In a question, the subject 'you' and the auxiliary can be left out.

3

The subject T and the auxiliary (be, have, will) can be left out.

/

4

The words 'That' or 'It' can be left out, often with a form of 'be' as well.

5

A form of 'be' can be left out on its own.

6

The word 'the' can occasionally be left out

/. /

/

/

Put the missing words back into the email below.

// was a ((Great evening, wasn't it! Really enjoyed the meal, and nice to see Mary and Roger again. Had a chance to speak to Lucy yet? Don't worry if you haven't, will be seeing her tomorrow. About next week - film you suggested sounds great. Been talking to some colleagues at work about it. Not sure about the day, though. Tuesday might be difficult. Perhaps Wednesday better? Let me know. Going to my parents at weekend - looking forward to it. They live in Chichester. Ever been there? Sometime soon we need to talk about holiday plans for next summer. Things still a bit uncertain at work. Might be possible to take two weeks off in July, but can't be sure. Three weeks impossible. A pity. Anyway, got to go now. Hope you're well. See you next week.

Match the abbreviations (1—4) with the meanings (a—d). 1

i.e. (id est)

a) I am going to give an example.

2

e.g. (exempli gratia)

b) I am going to explain what I mean using different words.

3

NB (nota bene)

c) I am adding some information at the end that I forgot.

4

PS (postscript)

d) I want you to give special attention to this next point.

First, read the information about abbreviated forms. T h e n write out the emails in full. In some emails you can find very abbreviated forms. The writer wants to write very quickly and the meaning is clear from the context. There are three techniques: 1

using a letter to stand for a sound ('c' = see)

2

making a short form of a common word ('yr' = your)

3

writing the first letters of a well-known phrase ('asap' = as soon as possible).

Email 1 Subject Yr order ref no KD654 In relation to yr order rec'd today, we cannot supply the q t / s you need at this moment. Pis confirm asap if a part-delivery wd be acceptable,, with the rest to follow L8R. Rgds, Stefan. Subject:

Yauc..at.det..xe.{&teAC£....mmb£t....KD6.M.

Email 2 Subject: Thx for yr msg Re your msg left on my ans machine - yes, I'm free 4 lunch on Wed next wk. Btw, good news about yr interview. Hv 2 work now. CU, Jane. Subject:

Email 3 Subject: Options for Tech Help We have a Tech Assistance section on our website, with an extensive list of FAQs. Customers find this v convnt as it is avail 24/7. Otoh, if you need to spk to sb in person, you can call during wkng hours. Bw, Alan. Subject:

3 Key phrases A

Choose a subject line for each email. One of the subject lines in the box is not used. ; Action re contract Special Offer!

Meeting 14/5 Shipping confirmation

Re your advertisement Regarding your order

Email 1 Subject: Re vour last email, we are in the process of arranging the meeting scheduled for 14 May, but there are still a few details I need from you. Do vou want me to book hotel accommodation for you - or will you sort it out at your end? Also, can you send us something about the Barcelona project you were involved in last year? It would be helpful to have something to circulate before the meeting. Please send a copy of any relevant reports. Regards. Monica. Email 2 !

Subject:

i j

Sorry for the delay in replying - I've been out of the country on business. Unfortunately, the items you ordered are not in stock, but we're expecting delivery by the end of the week. I'll get back to vou as soon as they arrive. If you need any more information, please feel free to contact me.

Email 3 !

Subject: Luisa, I've emailed Michelle and Roberto about the changes to the contract. Shall I have a word with Michelle to make sure she understands what's going on? You work with Roberto - can you talk to him? Thanks for your help - 1 appreciate it.

Email 4 Subject: Good news! Subscribers to our email newsletter can take advantage of fantastic price savings in our January sale. I've attached a pdf file that gives full details, or alternatively just click on the link below. You can order over the web or by email - our customer service staff are standing by. Looking forward to hearing from you soon. Email 5 Subject: Just a short note to let vou know that we received your order. We can confirm that the items were sent by mail today. To track your order, click on the link below. If there's anything else, iust let us know. Best wishes. Pierre. Note: • Subject lines should be very short and very clear. They should tell the reader exactly what is coming in the body of the email. • The word 'Re' appears in two of the subject lines. It is short for 'Regarding ...'.

Complete the table by matching an underlined phrase in section A with a similar phrase below. Previous contact With reference to your email sent (date),

1

R&..yQMJ&sL.gmaiL

Reason for email 2 We are writing to inform you that ...

Good news You will be pleased to hear that ...

3 4

We are able to confirm that ... Bad news/Apologising

5

1 apologise for...

6

We regret to inform you that ... Requests

7

I'd be grateful if you could ...

8

I would appreciate it if you could ... Offering help Would you like me to ... ? If you wish, I would be happy to ...

9

10

Promising action I will contact you again.

11

Attachments Please find attached ...

12

Pinal comments Thank you for your help.

13

Do not hesitate to contact us again

14

if you need any further information. Closing We are looking forward to ...

15

Yours / Yours sincerely

16

• In general, do you think the phrases on the left in section B are more informal or more formal than those on the right?

Opening and closing Match the email beginnings ( 1 - 8 ) with the endings ( a - h ) .

. . . Endings

Beginnings ... ! 1 I am writing with regard to your recent .

| a) Anyway, thanks again for inviting me, and

email. We regret to inform you that there

I'm really looking forward to it. Do you want

are no double rooms available for the nights

me to bring anything?

you require. ...C... 2

Thanks so much for the wonderful present.

j b) You know you can count on me if you need any support. I'll call you at the weekend to

It's exactly the book that I wanted - how did you know? I'm really looking forward to |

reading it.

i3

Patricia, I've just read your email. I'm so sorTy to hear about what happened.

4

Sorry, I can't make it to your birthday party at Fishers restaurant, as I'm away on that day.

! 5 j |

I am mailing this via the 'Contact Us' link

I

see how things are.

c) Should you need any further information

J

assist you.

!

d) I look forward to receiving this information as soon as possible.

e) It really is great news, and I'm sure that it's

on your website. I'd like to know a few more

only the beginning of our work in the

details about the anti-virus software that's

French market.

listed on the site. 6

I am writing with reference to our order

f) Please deal with this matter urgently. I

number GH67. The goods arrived this

expect a reply from you by tomorrow

morning, but you only sent 200 pieces

morning at the latest.

instead of the 300 that we ordered. ; 7 Yes! Great! I'd love to come to the party.

g) Thanks again for the gift, and give my regards to your family.

8

I've just heard from Antonio about the Paris

[

about room availability, we will be happy to

h) Anyway, sorry again that I can't come, but

contract. It's fantastic news - you worked

have a great time. I hope we can meet up

really hard on this and you deserve the

soon. What about going to see that new

success.

Speilberg film?

j

j I

M a t c h the beginning and ending pairs in section A with the descriptions ( 1 - 8 ) below. 1

An email asking for information. Neutral style. ....

2

An email giving information. Formal style.

3

An email accepting an invitation. Informal style.

4

An email refusing an invitation. Informal style.

5

An email of congratulations. Neutral style.

6

An email of complaint. Formal style.

7

An email of thanks. Neutral style.

8

An email of sympathy. Informal style.

5.1...

Read the following sentences. Decide whether they are beginnings or endings. T h e n decide whether they are neutral or informal. 1

The computer network will be shut down for maintenance

(BegJfEnd

(Neuf/Inf

Beg/End

Neut/Inf Neut/Inf

at 5pm on Thursday. 2

Oh, yes - I'll be back late tonight. Can you do the shopping and buy something nice for dinner? Thx.

3

I look forward to receiving your advice on this matter.

Beg/End

4

What a surprise — how nice to hear from you!

Beg/End

Neut/Inf

5

Bye for now. See you soon.

Beg/End

Neut/Inf

6

1 hope that everything is okay, but do not hesitate to contact

Beg/End

Neut/Inf

me if you need any clarification. 7

Please find attached my report, as promised in Friday's meeting.

Beg/End

Neut/Inf

8

I'm so happy for you! Write again soon and tell me how it's going.

Beg/End

Neut/Inf

9

We are writing to advise you about some changes in our price list.

Beg/End

Neut/Inf

If you'd like any more details, just let me know. I'm away

Beg/End

Neut/Inf

10

all next week but Andrea is dealing with this in my absence. 11

Just a quick note to say I really enjoyed last night.

Beg/End

Neut/Inf

12

Simon and I have been talking about your holiday plans for next

Beg/End

Neut/Inf

August. It looks like we won't be able to join you. I'm really sorry.

Look back at the examples in section C . Find: a) two written to someone unknown or little known.

3. /

b) four written to colleagues, perhaps sent to several people. c) five written to a friend.

/

/

/

d) one written to a very close family member.

/

/

/

/.

Giving news Decide whether the following would be used in a formal or informal email. formal / informal

1

Further to our phone call, 1 now have the information you requested.

2

Thanks tor your email - it was great to hear from you again.

formal / informal

3

I'm sorry I haven't written for ages, but I've been really busy.

formal / informal

4

With reference to your last email, I am writing to let you know ...

formal / informal

Rewrite the sentences below with the correct word order, beginning as shown. 1

I'm writing our appointment 6 June on Tuesday to confirm. I'm

2

Unfortunately, I will make the meeting not be able to on 6 June Tuesday. Unfortunately,

3

You has been accepted your application will be pleased to hear that.

4

We inform you regret to that your application has been not successful.

You We 5

Bad afraid news I'm about next weekend our trip. Bad

6

You'll guess never happened what's! You'll

7

Here's the project on an update. Here's

Look back at the sentences in section B . Find: a) two written by a friend to another friend.

/ .. ..

b) two written by a business person to a colleague, about a meeting. c) two written by a Human Resources manager to a candidate tor a job.

/ /

d) one written by a business person to a colleague, introducing general information.

Complete the emails by writing one word in each gap. Several answers may be possible. ;|

<1> hi\flkeK

. to our phone call earlier today, I'm writing to 121 the meeting next Monday as discussed. Looking <4>

With ® with the project, m report, which I've 1,1

to your last email, I am writing to 161

that I will be able to to seeing you then. you know what's happening

, things are running a bit late. You can get the whole picture from my as a Word doc.

[

Match the verb forms in italics (a-f) with their uses ( 1 - 6 ) below. a) Hi Anna. I'm in Switzerland! I'm working as an au-pair over the summer. b) I've got a new job! The hours aren't too bad - 1 start at 9 and finish around 5. c) I've got a new job! I've been so busy that I haven't had a chance to write. d) You won't believe it! I was shopping in the city centre the other day and I saw Helga! e) You won't believe it! I was shopping in the city centre the other day and I saw Helga! f) Do you fancy going out on Friday? I've been writing a report all week and I need a break. 1 a habit or routine 2

a temporary action in progress at the moment

3

an action in progress in the past (gives the background)

4

a completed action (we know when it happened)

5

giving recent news (the writer's attention is on the present result of the events)

6

an action in progress from the past up to the present

Read the emaiL Then choose the best word to fill each gap from A, B, C or D below. Hi Angela, thanks for your email. I < 1 'J2 from you for ages! Was it really a year <2>. that we <3>. at the English Centre? Do you know, I've <4> forgotten the name of our teacher! Anyway, I'm pleased to hear that you're w enjoying your job, and that your relationship with Carlos <8>. well. Yes, I know it's been ages w I last emailed you too, but I've been really busy. <8> the last few months w. at a wine bar. I start work at six every evening, and <10>. until midnight. I'm trying to save some money to go to Thailand, but I haven't got enough <11> I'm really enjoying it now, although at first it <12> difficult. There are always so many people ordering things at the same time. By the way, I <13>. to Manuella on the phone the other day and she M, you might come over here for a visit. Please do - you know you're always welcome to stay at our house.

1) A have heard 2) A before

B don't hear

C did hear

D haven't heard

B ago

C previous

D since

3) A have been

B did be

C were

D are

4) A still

Byet

C already

D however

5) A yet

B still

C longer

D soon

6) A is going

B goes

C went

D go

7) A for

B already

C while

D since

8) A For

BAs

C White

D Since

9) A I work

B I had worked

C I worked

D I've been working

10) A I don't leave

B I'm not leaving

C I haven't left

D I'm not going to leave

11) A already 12) A has been

B still

C yet

D soon

B had been

C was

Dis

13) A talk

B have talked

C have been talking

D was talking

14) A mentions

B mentioned

C has mentioned

D has been mentioning

6 Information, action, help A

Complete the emails below by writing one word in each gap. Several answers may be possible. I've Just i" your advertisement in Business Weekly for the seminar in Toulouse on 'The Internet As A Marketing Tool'.121 send me details. Also, »> you send me a list of hotels in Toulouse? Thank you for your i4' and I look forward to from you soon.

,5)

, Naomi Chandler.

Thank you for your email received today o. details in the <•>.

our seminar in Toulouse. Vou will find full

pdf document. Alternatively, you can visit our website at

www.euroconference.com where you can also make an on-line booking. If you i" more information, please don't <™i

B

to contact me.

Match the beginnings of the sentences (1—10) with the endings (a—j).

Information

Action

^ I

1

Please get back to me if

a)

2

I'd like to know a

b) you need any more information

3

I'd appreciate

c)

little more aibout

4

I'll

d)

there at the meeting

5

I need you to be

e)

you to prepare a report

6

I'd like

f)

send it to you

7

Let me know if

g)

1 show them round

8

Of course, I'd be

h) there's anything else

9 10

your help on this

Can I ask you to look

i)

after them

Shall

j)

pleased to help

P u t the complete phrases from section B into the three emails below. T h e emails all include replies beginning with the symbol ' > ' . Information Helen - 1 believe that you have had contact with EDF in the past. I'm going to their offices next Tuesday and i'i them. In particular, can you tell me something about Henri Roland, their sales director? Have you met him? i2> Thanks, Martin. > EDF are quite a big operation - I've attached a Word doc with some background stuff. I've met Henri several times and I think he's someone we can work with. <3> Helen

Action Bob - the management committee are meeting on 14 Feb and they're going to discuss last year's figures, 14)

j jj

for the meeting. Could you do it by the end of

next week? I know it's short notice. And 11

in

case there's any questions I can't answer. Thanks, Lara.

j |

> I'll start the report right away, and '6|

in a day or j _

two. I've made a note of the meeting in my diary and I'll be there.

Alan - 1 know you're very busy at the moment, but I need some help. I have a group of visitors from Hungary coming on Wednesday afternoon after lunch. Unfortunately, I can't be backin the office until about 3pm. w Thanks, Isabella. > («)

until I get back? I'd really appreciate it. (9)

the building and introduce them to Roger and Sue? 1™' I can do.

Find the informal/neutral phrases from the three emails in section C that mean the same as the more formal phrases below. Write your answers. Information Could you give me some information about ...

1 XdMeJ.aAna!A/..aMlle.MQf£..abm.L

If I can be of any further assistance, please do

2

not hesitate to contact me. 3 Thank you in advance for your help in this matter. Action

4

It is very important for me that you ...

5

Do you think you could ...I Help

Would you like me to ... ?

6

I would be very grateful for your help.

7

Would you mind ... {+ -ing)

8

Please contact me again if ... Certainly.

9

10

Internal messages Read these two emails. W h i c h one is better? W h y ? Version 1 Subject: Visit of Mr Bianchi from Ferrara Textiles to our company tomorrow Tomorrow we will have the pleasure to welcome Mr Bianchi from Ferrara Textiles as a visitor to our company. His company intends to place a large order with us, and we hope that this will become a long-term business relationship. It is therefore very important to make a good impression, and all the staff in your department should know about his visit and be as helpful as possible. They should greet him by name, answer any questions he asks, explain procedures etc. He will be looking around the company from about 12.00, after his meeting with me. I would like to make sure that there is someone present in every section over the lunch period, in case he has any questions. Thank you for your cooperation in this matter.

Version 2 Subject: Visit tomorrow Mr Bianchi of Ferrara Textiles will be looking around the company tomorrow, from about 12.00. It is important to make a good impression. Please: 1 Inform all staff in your department. 2 Remind them to greet Mr Bianchi by name and take time to answer his questions. 3 Arrange lunch breaks so that there is always someone available in your section. Thank you for your cooperation.

Compare your answer with the answer at the back of the book. Note the following points about internal notes and messages: • Separate points are used to refer to information or action. • The points can be organised by numbers, or headings, or bullet points (like this). • The style is clear and direct; sentences are short and have a simple structure. • The language is neutral, not informal. • If the memo refers to action, imperative verb forms are common (Inform ..., Prepare

...).

• Useful endings: Thank you for your cooperation. / Please contact me if there are any problems.

First read the information below. T h e n identify the four stages in email version 2 , section A . A typical structure for any piece of written communication, short message or longer report, is: | Situation |

Problem or

Solution or

Objective

Strategy

^

Closing comment

C

Rewrite the email. T h e maximum length is 8 0 w o r d s , including the subject line. T h i n k carefully about what information you need to include. Underline the key words to help you. Subject: Training course in how to use spreadsheets

•

I have found some interesting information about a computer training course taking place in the city centre. I think it would be useful for someone from our department to attend as we are all a bit uncertain about how to use Excel, although we know the basics of course. I have a copy of their leaflet, and the details are as follows. The name of the course is 'Spreadsheets for Financial Planning', and the course dates are from 4 June to 8 June. The course runs every evening during that week, from 18.00 to 19.30. The cost is €750.

I j

I am free at that time and I would really like to go - 1 can help other people in the future. I know it's a bit expensive, but do you think the company can pay for me? I can't afford to pay for it out of my own money, Thank you very much.

~

Subject:

D

Rewrite the email. T h e maximum length is 8 0 w o r d s , including the subject line. T h i n k carefully about what information you need to include. Underline the key words to help you. i i

I— Subject: Mrs Rothe's retirement at the end of the year As you may know, Mrs Rothe will be retiring at the end of the year. She has made a great contribution to our company, and will be missed by all her colleagues. She has been with the company for fifteen years, moving up from Sales Assistant to Sales Manager during that time. To show our appreciation, we would like to organise a small leaving party for Mrs Rothe, after work on her final day. We will also present her with a small gift. I have asked Claudia to organise the collection for the gift, and she will be coming round with a large brown envelope if you want to make a contribution - the amount you give is entirely your choice. The leaving party will be after work on 20 December, in the main conference room. Everyone is welcome, and we hope that as many people as possible will come to say goodbye to Mrs Rothe. I look forward to seeing you there.

Subject:

Attachments In each gap there are two possible answers from A , B , C or D . Write both answers. T h e first one has been done for you. 1 Please ...B./.C.. my report. Hope it's useful. A find attachment

C

find attached

B find enclosed

D

see attached

2 Here is my report. If there are any problems,

me know.

A

please let

C

please to let

B

make

D

just let

3 This report has just arrived. I'm

it to you. Hope it's not too late.

A

moving

C

replying

B

forwarding

D

sending

4 I'm sending various forms for you to complete. Please

special attention to AF200.

A give

C

make

B

D

take

pay

5 Please complete the attached forms, and return them to me A

by

C

before

B

until

D

to

3 June.

6 As agreed, I'm sending the pre-meeting notes. Let me know if there's anything else we can do before we meet. A

from our part

C

on our side

B

from this end

D

on this way

7 I'm attaching the Business Plan Review. Please

that several alterations in dates have been

made. A

look

C

note

B

appoint

D

be aware

8 Please find attached my report.

if there are any problems with deadlines etc.

A

Get back wich me

C

Get back to me

B

Get in touch

D

Make a touch

9 Please find attached my report. A

Let me know what you think.

C

Let me have what you think.

B

Let me have any comments.

D

Make me have any comments.

10 Here is the itinerary for Sri Lanka. Please

that I have included everything you want in it.

A

check

C

control

B

agree

D

confirm

B

There is one mistake in each of these sentences. Correct it. 1

Here's the report - hope you lik^

2

Attached are the two questionnaires - please return them me by 24 September.

3

I sending the report as an attachment.

4

I'm sorry you couldn't open the document - 1 have attach it again.

5

Hope you'll be capable to open the document this time!

6

Please check the attached document careful and let me know if you have any questions.

7

1 be grateful if you could complete the attached form and return it asap.

8

Sorry, I forgot send the attachment!

9

I attach my report like promised.

10 Here's a copy of Leslie's report - what you think? 11 Thanks for sending me the report - I let you know what I think. 12

I'm returning your original document with my comments inserted with red.

Complete the emails by writing one word in each gap. There may be several possible answers. Email 1 Please <1>. attached my report. <2> you have any questions.

it's not too late. (3>

me know if

Email 2 I'm f1) various forms for you to complete. Please pay special (2L.V..... claim form. I need them back <3>. 16 February at the latest.

to the expenses

Email 3 <1> <2)

agreed, I'm sending the pre-meeting notes. Let me know if there's anything we can do from this <3> before we meet

Email 4 Sorry, I M you can't open it.

to send the attachment! <2)

it is. Please get «

m

to me if

Email 5 I (1) . (3>.

be grateful if you ® complete the attached form and return it asap. Please that I have changed my email address.

9 Arranging a meeting A

Look at the words and phrases in italics. In each case two are natural but one is not. Cross out the word or phrase that is not natural. T h e s y m b o l m e a n s no word.

B

1

What time would be convenient for/be convenient!suit you?

2

Are you free sometime/anytime/one

3

Could we meet o n / - / a t Thursday during/on/in the afternoon? Perhaps on/-/at 3pm?

4

Yes, I think I shall/should/uiould be able to make next Friday morning.

5

I'll email/return to/get back to you later today to confirm it.

6

I'm out of the office /or/untii/rili 2pm on that day. Anytime after that could be/is/would be fine.

time next week?

7

I'm afraid I'm busy Joccupiedl tied up all day next Tuesday.

8

Pardon meJSorryjrm

9

Sorry, I've already got an arrangement/an appointment/a promise on that day.

afraid I can't make/control/manage

it on that day.

10

What ifPWhat about/How about Wednesday instead/in place of/as an alternative1.

11

Would you mind/matter/object if we put the meeting backloff/away

12

1 am very sorry/regret again/apologise again for any inconvenience caused.

13

I look forward to seelseeing/speaking to you next week.

14

Give me a call/telephone/ring if you have any problems.

15

Give my regards/best wishes/compliments to Herr Schrempp.

to the following week?

Complete the sequence of emails by writing one word in each gap. Several answers may be possible. Gunter - we need to meet to discuss the budget for next year. Could we meet '

I

Friday

the morning? Let me know if that would be <3). for you. I hope everyone in the Berlin office is well. Give my i"' to Kristina and Alex. Bw, Susanna. Susanna, I'm151 day.

I can't <6> about Monday 12th «

make a morning meeting, otherwise anytime after 4pm i">. Hope that's okay, Gunter.

it next Friday - I'm <7> ? I should be ':>

all to

~

be fine.

Gunter, yes - Monday morning is good for me too. Shall we say 9.30? I look forward to <,2> you then. Give me a <"> if you have <M> problems. Susanna.

~

—

t]

Match the beginnings and endings of the phrases below. 1

are we still okay

a) finalise arrangements today.

2

can we reschedule for

b) for Tuesday?

3

I'll circulate

c) has come up.

4

I need to

d) the agenda in the next few days.

5

let me know if you

e) the following week?

6

something urgent

0

want to make any changes.

P u t the complete phrases from section C into the three emails below. Charles-Henri, «

? Please get back to

me this morning if possible as ® Natalia.

Natalia, I'm sorry to ask this at such short notice, but i®. ? Perhaps Wednesday 24th? I do apologise, but i"> I hope it won't inconvenience you too much. Charles-Henri. Okay, let's make it Wednesday 24th. ra. Please w. Natalia.

First, review some grammar for planning a trip, then complete the email from a secretary by putting the verbs in brackets into a form of will or the present continuous. The will form (I'll do ...) and the present continuous (I'm doing ...) can both be used for talking about the future, but there is a small difference: • will is used for facts and general beliefs. • present continuous is used for arrangements (with a time and a place). As you know, you ro '.Ke....l}.Q±n@. (go) to Brussels on Wednesday. I've spoken to Mr Cuvier's secretary and the details of the trip are now more or less planned. You « (catch) the 8.00 flight from City Airport. Someone <3' (be) at the airport to take you to the hotel you 14) (stay) at the Marriot for just one night. At 11.00 you i5) (meet) Mr Cuvier at his office. I'm sure he <6>. i".

(take) you out to lunch. After lunch you

(not/do) anything until 4pm, so you ii.

(have) time to go back to the

hotel if you want. The travel agency w. (send) the tickets here by courier this afternoon, so I (give) them to you as soon as they arrive.

Invitations and directions Look at the phrases in italics in the three emails below. One phrase in each pair comes from a company with a formal culture, the other phrase comes from a company with an informal culture. Underline all the phrases from the formal company. Email 1 I'iDear Mary/Hi Mary ®l'm writing to invite you/We would be very pleased if you could come to a meeting here on 14 May. pi It has been arranged/I've arranged it to bring together all our colleagues working in Central Europe <'Ho/in order to share experiences about working in this market. ®Your attendance will be very welcome/lt'd be great to see you. The meeting will last all day and will have an informal agenda - ">you won't need tofit will not be necessary to write a report for it or make a presentation, i"Refreshments will be provided/ThereH be plenty to eat and drink during the day. i"Hope to see you in Mayl/Your presence at the meeting will be very useful. Please let me know if you <%/// be able to attend/can make it, Wasap/as soon as possible. Best regards, i"Uoto Saunders/Stephanie

Email 2 <1J)Thanks a lot for the invite/Thank you for your kind invitation. I">/ would be delighted to attend/I'd love to come to the meeting. <MI/f sounds like a great idea/I am sure it will be very useful. Please let me know if there's anything I can do to help from this end. j !

<15'WW it be okay/Would it be possible to bring Martina Rutka as well? She's a new member of our team and is very involved with the Central Europe market.1161Thanks again/Thank you once more for your invitation, and i"'/ look forward to seeing you/see you on 14 May.

Email 3 i18'Thanks a lot for the invite/Thank you for your kind invitation. Unfortunately, I have another appointment on that day. i ,9 '/'m very sorry that I will miss the meeting/Please accept my apologies. In any case, send my regards to everyone at the meeting, and please <20>/e( me have a copy of any report arising from the discussion/email me and let me know how it went. I hope <21>we can meet up soon/we will have the opportunity to meet on another occasion in the near future. <22>Good luck with the meeting.M am sure that the meeting will be a great success.

Complete the phrases by writing one word in each gap. Several answers may be possible. 1

We

2

Your

be very pleased if you

come Co a meeting here on 28 July.

at the meeting will be very

I hope you can

it. 3

Please

4

Thank you for your

me

if you can attend,

soon as possible.

invitation. I would be

forward to

to attend. I look

you on the 28th.

5

, I will not be able to come. I have another

on that day. Please

accept my 6

I hope we will have the

to meet on another occasion in the

future.

I am sure the meeting will be a great

P u t these sentences into the correct order. a) Looking forward to meeting you next week. b) Our office is located close to the station - the best thing to do is catch a taxi. c) Just to confirm your visit to us on 16 Jan. d) Best wishes, Atsuko. e) When you arrive, ask for me at reception and I will come down and meet you. f)

If you need to contact me, my mobile number is 07968 243983. 1

2

3

4

S

6

Review some language for giving directions and planning an informal visit. Complete the email below by writing one word in each gap. Here are the directions for how to (". It's not difficult to •" w right. Carry ® St Paul's. You can't f). and people often go i".

to my house - print out this email and bring it with you.

as you're coming <31

the street - it's got a red door. Try and get here!"». me a call on your mobile if you get w After lunch there's a couple of things we could <"> Brighton, or we can take my car and go for a walk in the "5> i"i to i18> to your family.

train. Come out of the station and

down the road <6> you come to a church called it. Just after the church turn left. Be careful - it's a very small street without noticing it. You'll see my house (•>. the end of

- we'll just see how we're for a few days. I'm really <19>

~

time for lunch. You can <"> I,4) .

we can look around We don't need to decide

at the time. It's great that you're coming down forward to it. Give my best i20).

A

^

Negotiating a project Underline the correct word. 1

Can/Shall you give me some information about ... ?

2

I will/would be grateful if you should/could give me some information about ...

3

Do you think you wouldlcouid send me more details?

4

We necessary to/need to discuss this before we go any further.

5

How do you think we should/shall deal with this?

6

I will/would appreciate your advice.

7

We would/should be prepared to give you a discount if you ...

8

That can/could be possible.

9

That shall/should be possible.

10

That might/would be possible - 1 need to ask my line manager.

11

No problem - that might/would be possible.

12

I think we muse to have/need to have a meeting to discuss this in more detail.

13

Let me know what time should/would suit you best.

14

I'm sorry that we couldn't/wouldn't use your services this time.

P u t the phrases ( a - j ) with their correct headings below. a) Let's talk next week and see how things are going,

f) Would you be able to ... ?

b) I can see what you're saying, but ...

g) I am willing to ... (if . . . )

c) Can you give me some more information a b o u t . . . ?

h) What about if we ... ?

d) What do you think is the best way forward?

i) The main thing for me is ...

e) I'm sorry that we couldn't use your services this

j) That's fine.

time, but I hope there will be another opportunity. 1

Asking for information

What are your usual charges (fees/rates) for ...? ..(

2

Requests

Do you think you could ... ?

3

Emphasising a main point

My main concern at this stage is

4

Asking for a suggestion

How do you think we should deal with this?

5

Making a suggestion

Why don't you ... ?

6

Negotiating: being firm

I understand what you're saying about ..., but ...

7

Negotiating: being flexible

We would be prepared to ... (if ...)

8

Negotiating: agreeing

Okay, I'm happy with that for now.

9

Next steps

I'll be in touch again soon with more details

Closing

I look forward to working with you.

10

Complete the sequence of emails by using the phrases ( 1 - 1 0 ) in section B . N B : N o t the phrases in the box. Dear Ms Dupuis Your name was given to me by Dominique Clement at Toulouse Business Services. I understand that you recently did some IT training for them on a freelance basis. We need some training along similar lines for our staff, and I am in the process of looking at different options. I would be grateful if you could give me the following information: '1I Are you available in early September?

this kind of work?

Also, some of our older software needs upgrading or replacing before we have the training, and the original supplier has gone out of business. I would appreciate your advice. I look forward to hearing from you soon. Regards, Karl Finlay

?

Dear Kari, thank you for your email. I attach a pdf file with our current rates and a list of recent clients. Early September looks fine at the moment - can you let me know the dates, times, number of participants etc? in relation to your final point, <3>.

send

someone to the Software and Services Exhibition in Lyon next month? A lot of suppliers have stands there. Best wishes, Cristine Cristine, Thanks for the quick reply. 141

the cost, and we need

to discuss this before we go any further. I need to know that we will get good value for money. '•5> your course programme and your training methods?

send me more details of

You wanted some more information from us. I'm afraid I don't have the exact dates etc. at the moment, but m Karl, I attach a typical course programme for you to have a look at, although at this stage it's difficult to be too specific about your particular course. i7>. the prices I quoted earlier, if you paid half the total amount in advance.

give you a discount of 10% on

("i. value for money, but our training programmes are competitively priced and I can assure you that we have always had very good feedback. Cristine, <9>.

I think we need to

have a meeting to discuss the training course in more detail. I'm free most mornings - let me know when would suit you best. In the meantime, I'm attaching a document that lists all the hardware we currently have in the office, and the new software we are going to install. Let me know if you need any more information before the meeting. i™'

Karl

Checking understanding Read the email exchange between Peter and Kate. In each gap there are two missing words - try to guess what they are. In email 2 Kate has used the 'Reply' button, so she includes the text of the email she received. Email 1 (from Peter to Kate) Kate, I've attached the sales figures for Q3, as requested. You'll see that we're up 6%l Things are really taking off in Central Europe. By the way, are you going to the conference? Email 2 (from Kate to Peter) > Kate, I've attached the sales figures for Q3, as requested. Sorry, Peter, you forgot to send (1>

Can you send it again?

> You'll see that we're up 6%l Things are really taking off in Central Europe. Great news. Do ®

6% increase for the quarter or for the whole year?

> By the way, are you going to the conference? ® Plastics Convention in Slough?

? The sales conference in Istanbul next month or the International

Email 3 (from Peter to Kate) Sorry about that, Kate. Here it is again. Let I4' I meant 6% for the quarter! Head Office are very pleased.

if you get it.

What do you mean 'Which conference?'!! I was talking about the sales conference of course. But are it's in Istanbul?

!5>

Email 4 (from Kate to Peter) Okay, I've got the attachment this time. But you'll never believe it - 1 can't <s' I Can you check that you've saved it properly? I thought the conference was in Istanbul, but I may '7|. get back w.

I'll check and

Anyway, I can't go this year - Cathy is going instead.

Before y o u look at the answers in the back of the book, here are all the words you need: attachment the

which

be

conference wrong

you

it

know

you

you

me

mean

open

sure

Fill in the missing prepositions. E a c h gap represents one word. 1

To copy somebody

2

To get

an email.

(= to send somebody a copy of an email)

somebody about something.

(= to contact somebody again)

to

Rewrite the sentences below with the correct word order to make typical email phrasesStart each sentence with a capital letter. 1

sorry, you forgot the send to attachment, you can again send it?

2

mean you to send this did? i don't want the attachment to open in case it's a virus got.

3

about chat are you sure? i thought was in Istanbul the conference.

4

i'll check and get you back to later today.

5

you do mean which conference?

6

i don't this point understand sorry, can you in a little detail more explain it?

7

i'm sure not what mean you by this, you could clarify?

8

i thought on Thursday was the meeting, but I wrong may be.

9

sorry, my last email forget, you're right, not Friday, ic should Thursday be.

10

what was meant I Gatwick, not Heathrow, the situation this clarifies i hope.

T h e email below shows some original text introduced with a ' > ' symbol, and some comments in italics. Complete the email by writing one word in each gap. > I've written down some thoughts about the Beta project - it's ">.

as a Word doc. I'm

circulating it to all line managers. me know what you think. I'm afraid you to send the attachment. Can you send it <4>

?

> There's a couple of things I'd like you focus on. First is the timing. I'm not sure what you mean w.

timing'. The time before the project starts, or the time the

project will actually take once it's started? > Then there's the question of marketing costs. I know Daniel produced some detailed figures on this some time ago. Have you ® > Finally, feasibility. I don't understand this w. Can you explain in a little more <".

with him? ?

> I'd like your comments by the end of next week at the w Okay, I'll try to get them <,0>. to you by then. One last thing -1 think you need to copy Lila t11>. i'2>.

on your original email. I may be

but I think she's now involved from the Latin America end.

Verb forms Match a form in the left-hand column with a meaning grammar 1

Sales increase every year.

2

Sales are increasing at

S"s'—

a) Completed actions in a completed period of time.

past simple

b) Actions and situations repeated

past continuous

regularly over a long period of time—

the moment. Sales have increased by

3

— present simple

c) Actions or situations in progress from the past up to the present.

5 % this year. Sales have been increasing

4

in the middle column and a

word in the right-hand column.

present

d) Temporary actions and situations

rapidly this year.

continuous

in progress now.

5

Sales increased significantly last year.

e) Actions or activities in progress in the past.

present perfect

6

Sales were increasing all

f) A past event or situation that is

present perfect

connected to the present.

through last year.

continuous

Note: remember that some verbs are not normally used in a continuous form. These include verbs of thinking (doubt, know, understand), the senses (see, appear), feelings (like, want, hope), possession (belong to, contain, have) and other verbs like cost, depend on, mean, need.

Write the time phrases from the box below in the column where they are used most often. Some of the phrases can be used in more than one column. ago

already

always/often/never

from time to time

in the nineties

over the last few months Present simple (I do)

recently

I

at the moment just

last week

so far this year

Present continuous (I am doing)

,

currently not yet

ever now

these days

every day nowadays

up to now

Present perfect (I have done)

once a year

yesterday Past simple (I did)

Note: time phrases help to make the meaning clear and are usually associated with particular verb forms.

Complete the email by putting the verb in brackets into either the present simple (I do), present continuous (I'm doing) or present perfect (I've done).

T h e time phrases will help

you. U s e contractions where appropriate. Every year around this time we c> company. This week 1|2>

(interview) candidates for functions across the (plan) that process, so I '3> (need)

an estimate of staffing needs from every department. In past years we <4> (always/be able to) recruit the numbers asked for, but this year will be different. At the moment we ,5>

(operate) in a difficult market, and sales m (fall) considerably over the last year. This o (mean) that we will have to reduce our staffing costs, although I o (hope) it will only be temporary.

~

Complete the email by putting the verb in brackets into either the present simple ( I do), present perfect (I've done) or past simple ( I did). T h e time phrases will help you. U s e contractions where appropriate. I 111

Oust/receive) an email from our subsidiary in Russia. They

(need) more brochures as they (3) entire stock over the last few months. They <4>

(give out) their

121

at the Moscow Trade Fair last week and ® brochures. Now they i6> 1171

~

(have) a stand

(distribute) hundreds of (want) us to send another 5,000 copies.

(already/contact) Sales to see if they have any spare, but I (think) we'll need some more. Can you get a quotation from the printers?

,s|

Complete the email by putting the verb in brackets into either the present perfect (I've done),

past simple (I did) or past continuous ( I was doing). T h e time phrases will help

you. U s e contractions where appropriate. Hi Isabel! Sorry I c>

(not/be) in touch recently. Hope you're well. Guess what! The

other day I (2> (meet) Katia while 113> Remember her? That girl from Russia who i"> almost151 sunglasses and she <" lB>

(wait) at the bus stop. (be) in our English class last year. I

(not/recognise) her because she ® (wear) (dye) her hair pink! Anyway, she said that she (go out) for a drink next Friday and she invited us. Do you want to come?

Complete the email by putting the verb in brackets into the present perfect (I've done) the present perfect continuous (I've been doing). U s e contractions where appropriate. Are you there? 11'> because 112> |3>

Yes, really! I is> well. I w 181

(phone) all week and there's no answer! I couldn't email you (wait) to get my computer fixed. What's your news? (you/find) a job yet? As for me, I >4> (diet), and I <6>

(decide) to get fit. (start) yoga classes as

(go) for a couple of weeks now and I'm really enjoying it. (you/ever/do) yoga? Anyway, get in touch when you have a chance.

or

Comparisons Complete the words with the missing letters. Comparatives and superlatives of adjectives 1

fast

faster

the fastjSSi.

(one syllable adjectives)

2

big

bigger

the big...

(ending in one short vowel + consonant)

3

easy

eas

the eas

4

expensive

more/l..

the most/1

expensive

expensive

(two/three/four syllable adjectives)

5

good/bad

better/w .

the best/w,..

(irregular adjectives)

6

far

fur

the fur

(irregular adjective)

.

(ending ' } )

Useful phrases 7

A is more expensive t.

8

A is a lot/m

9

B.

more expensive than B.

A is a bit/a li

more expensive than B.

10

Aiso

of our b

11

A costs 2 0 % m

selling models.

12

It's colder and colder/m.

13

The be

t

B. and m.

the quality, t.

difficult.

m

meal I've e

you pay.

14

It was the b

15

A is cheap com

eaten.

16

A is (almost/twice/not)

17

A is (exactly/almost/nearly/not) the s

18

I don't have as m

friends as in England.

19

I don't have as m

time as I used to.

20

Bill is (exactly/just/quite/not) li

to/in com

with B.

expensive

B. a.

B.

his brother.

Underline the correct words or phrases in the email. Hi Yuko! I'm writing from an Internet cafe in the village of Dingle on the west coast of Ireland. I got a week's holiday from work so I came over here for a short break. I'm having a great time. It's so different compared Wfor/to England - even ®rainier/rainyer if you can believe it! I flew to Dublin first, and I spent a couple of days there - not as13>much/many time as you really need because there's so much to see. The people are some of the ^friendliest/friendlier I've ^never/ever met. I found the Irish accent quite difficult at first, but I'm getting <e>mone and more/always more used to it. It's not cheap here - prices in Dublin were about the same iiffian/as London, but here on the coast they're omore expensive/expensiver. I arrived here yesterday, and I can promise you, the west coast of Ireland is just mas/so beautiful as they say - it's so green. There's live music in the pubs at night, and the later it gets the <™imore/most people come in. That's all for now - I'm off to hear some music! Write soon. Justine.

Complete the email by writing one word in each gap. Thank you for your email inquiring about our products. We have three optical pen scanners in our range, the 400C, 600C and 800C. A pen scanner is ci

like

a hand-held scanner, you scan in text from a page and download it into your PC or PDA

later. The 800C is our <2>

selling model, and has <3>

widest range of functions,

including a translating dictionary. The 600C is similar w the 800C, but has 15' memory - it can only store 1,000 pages of text, <8> to 2,000 pages for the 800C. The 400C is j cheaper i" the other two models, and doesn't have as w memory or functionality. It's a more basic model, but its ability to scan text is just the B

You will find full I

product and price details in the attached document.

j

In your email you ask about our terms of payment for large orders. Clearly, the bigger your order, the

j

I10'.

discount we can give. Our normal minimum order is 500 units, but for a first-time customer

we would accept an order <"> small as 200 units. It would be better to discuss all this in more \ detail at a later date, but I'm sure you'll find our terms are very competitive in comparison1121 other suppliers. We're confident that these pens will sell very well in your market, and customer feedback on the 800C is amongst the best we have i13' had. If you have any

questions, please do not hesitate to contact me.

;

W h e n we write or speak it can sound strange to give a very exact figure. Instead we use vague language. Complete the table with the phrases from the box. a little over 50%

almost 50%

: considerably more than 50%

a lot more than 50% much less than 50%

around 50%

nearly 50%

far less than 50%

slightly more than 50%

roughly 50%

70%

la) a.JaLmom.J.kan...5.QK

54%

2a)

lb) 2b)

48-52%

3a)

3b)

46%

4a)

4b)

30%

5a)

5b)

Complete the words in each sentence with the missing letters. 1

This year's sales were €5.5m - that's a li.tile.

2

This year's sales were€3.9m - that's mu

last year's figure of €5.2m.

3

This year's sales were €7.9m - that's a

.d 50% up on last year's figure.

4

This year's sales were €7.6m - that's a

y 50% up on last year's figure.

5

This year's sales were€5.5m - that's si

m

6

This year's sales were €5.1m - that's r.

the same

oM£.H. 1

th

t.

last year's figure of €5.2m.

last year's figure of €5.2m. last year's figure.

Sentence structure Read the information about sentence structure. A simple affirmative sentence in English typically has the order Subject + Verb + Object. Each part can be a phrase rather than a single word: This report

will analise

last year's budget.

Sub

Vb

Obj

There can be an adverb phrase as well, and it often comes at the end. Adverbs say how (quickly), where (at our offices) or when (next week) something happens. If we have several adverbs together, the usual word order is HOW - WHERE - WHEN. Look at these examples:

N o w rewrite the sentences ( 1 - 4 ) below with the correct word order. Start sentences with a capital letter. 1

me

you may

remember, we

2

well

3

about availability of rooms

4

next weekend

is going

business cards

last week

our advertising campaign, we should in July

to my parents

to ask

at the Trade Fair

until June

I am writing. I need

I am going, for a long time

consider

exchanged. extending it.

for 3 nights

I haven't

them

a single room. seen.

Read the information on making complex sentences. You can make complex sentences by combining simple ones:

;

am sorry to say

Sub

Vb

hope to make Vb

I

1 can't accept your invitation on this occasion

j

but

Obj

\ another trip to Paris

Sub

when I have more time later this year.

Obj

! 1

Adv (when)

There are two main clauses, joined by the linking word 'but'. The phrase I can't ... occasion is a full clause, with a subject, verb, object and adverb. The phrase I have ... year is a full clause, with a subject, verb, object and adverb.

N o w rewrite sentences ( 1 - 5 ) with the correct word order. 1

I am writing that

2

3

This will be

part of a visit

I will take the opportunity

for some time

I would also like as well

5

from Head Office in Munich

in Central Europe

to consult with you which

4

to let you know

I am coming to visit

next month

your offices in Moscow.

to all our subsidiaries

that

about our strategic plan

I am making.

for Central Europe,

we have been working on.

our production facility

while I am in Moscow

to visit

and if there is time,

some of the local suppliers.

I will contact you again

when

I can travel

the exact dates

as soon as I know.

P u t the lines in the emails below into the correct order. Email 1

Email 2

I am writing to thank you .../..

Thank you for taking the time to attend ...1...

The meetings were very productive, and A...

Unfortunately, we have to inform you that

As well as the business side of things, „Z.

As we mentioned in the interview, we had .5...

The next time that you are in Munich .11.

While we were impressed with your interview, . 8.

Please give my regards

We appreciate your interest in 1.2

for your hospitality

many applicants for this position

during my recent trip to Paris.

your application has not been successful.

I really appreciated the time you took

an interview with us last week.

I am sure that they lay the basis for

we did not feel

to show me Notre Dame, and

working with us,

to your colleagues in the Paris office,

that you have the necessary skills

the wonderful meal that we had afterwards.

and we would like to take this opportunity

a good long-term business relationship.

and experience for the position.

it will be my pleasure to return your kindness,

and the standard of candidates was very high.

it was a great pleasure to meet them all. 15.

to wish you every success in the future. 15.

Common mistakes C o r r e c t the mistake in each sentence. 1

I am write with regard to your recent email.

2

Please send me your comments until Friday at the latest.

3

I will be grateful if you could send me more information.

4

Please find attach my report, as promised in Friday's meeting.

5

I hope we can to meet up soon.

6

I look forward to receiving this information so soon as possible.

7

I'm sorry I haven't written for ages, but I been really busy.

8

It will be more better for me if we meet on Tuesday rather than Monday. ...

9

Can we meet at 8 Feb at 14-30 instead?

10

Sorry, I don't can help you on this matter.

11

If you require any further informations, please do not hesitate to contact me.

12

I look forward to meet you next week.

13

I am really appreciate your kindness during my stay in London.

14

At the meeting we will discuss the follow points.

15

I'm afraid but we haven't received your payment yet.

E a c h phrase below has one word missing. Add the missing word. 1

With reference^your email sent 6 June, ...

2

Thank you sending me the catalogue I requested.

3

We are writing to inform that ...

4

We are able confirm that ...

5

1 apologise the delay.

6

I would appreciate if you could ...

7

Please get back me if there's anything else.

8

WT^at time would convenient for you?

9 10

If you like any more details, just let me know. Anyway, that's enough, I think I stop writing now.

11

It was good to meet you the conference in Paris.

12

I look forward to hearing you soon.

13

I've attached a copy the latest sales figures.

14

Thank you for the invitation visit your company.

15

With reference your enquiry, I've attached all the information you need.

E a c h paragraph

in the emails below has three mistakes. C o r r e c t the mistakes.

Email 1 It was a pleasure to meet you in Budapest last week and I would like to thank you for your interest in our

to

office products. You mentioned that you were goin^visit Turkey soon, and when you do I like to invite you to visit our factory outside Istanbul. We would be very pleased to showing you round our new factory and modern production facilities. As you would being our guest, we would of course arrange for you to stay in a good hotel and take you out to dinner. Please to let me know when you have finalised your travel plans. I look forward to see you in Turkey in the near future. Email 2 You will all be aware that we been interviewing candidates for the position of Marketing Director. I am now pleased to inform that we have appointed an excellent candidate, Simone Verhart. Simone has worked in marketing for over fifteen years and I am sure that she will be a valuable member of team. I would like to invite you a short lunchtime reception in Conference Room 2 next Tuesday 5 Feb where you will have chance to meet Simone on an informal basis. Refreshments will be available. Please let me know if you can come so that I can to estimate numbers. Email 3 I am write re our order for 1,000 pieces of footwear, reference VK899. The money was transfer to your account on 23 January and we yet haven't received the goods. You promised in your email of 15 Dec that you would ship within 7 days of a firm order. I called your office this morning but the secretary told that you were away until tomorrow (Thursday). Please call me at the morning and let me know what is happening. We have customers waiting for these pieces and the delay is causing us for to lose business. Email 4 It has been brought to my attention that security in the building is not so good as it could be. As you may be aware, one of our secretaries had her bag stolen yesterday. In the light of this, I would like to remember you to take care of your personal possessions, particular at those times of the day when the building is not busy. I am going to prepare a report on how security could be improved, and I could be grateful for any suggestions that you have. Please email me with your ideas by the end of next week at the later. I also have a word with our security staff in reception to see if there are any procedures we can improve there.

Punctuation and spelling Review the rules for full stops, commas and capital letters. T h e n rewrite the email, putting in a) capital letters b) four full stops and c ) two commas. A full stop (.) is used at the end of a sentence. A comma (,) is used: • like a brief pause in speech, to make the sentence easier to read. • to separate words in a list (except for the last two items where we use and). • after many linking words that come at the beginning of a sentence (like However). Capital letters (also called 'upper case' letters) are used: • to begin a sentence. • for names of people, places, events and organisations. • for job titles. • for nationalities and languages. • for calendar information like days, months etc. |

dear antoine curiel

—

! |

i am the sales manager for genetech a small biotechnology company based in cologne i attended your presentation at the eurotech conference in pans in november and we met briefly afterwards here is the information i said i would send including our latest annual report i hope it is of interest best regards michael bretz

~~

j

Review the rules for apostrophes. T h e n rewrite the email, putting in a ) capital letters, b ) apostrophes and c ) four commas. An apostrophe (') is used: •

in short forms to show that one or more letters have been left out

• before the possessive -s to show ownership or the relationship between people hi jean - how are you? thanks for your email about mr Williams, in fact im meeting him on friday 16 march, were meeting in his brussels office and im a bit nervous about it because i dont speak french very well! hes the marketing director of the company and reports directly to the ceo. its going to be an interesting meeting and i havent been to belgium before so im looking forward to it. anyway ill be in touch when i get back.

Review the rules for colons and semi-colons. T h e n rewrite the email, putting in a) capital letters, b) apostrophes, c ) two commas, d) one colon and e) two semi-colons. A colon (:) is used to introduce items in a list. A semi-colon (;) is used to separate long items in a list, particularly if there are commas inside some items. It is also used to join two sentences with a related meaning (this is rare). Angela - have you read johns report yet? i think its main conclusions are correct, this is basically what hes saying sales are flat and have been so for months theres no new products in the pipeline despite our large r&d budget and our share price is at its lowest point since last november. i hope the board take it seriously.

H o w good is your spelling? If you have a spell-checker that works with email then it is not really a problem, but many people don't. Underline the spelling mistakes in the email and write the correction below. T h e r e are 3 0 incorrect words. Hi Tim! Thanks for your email wjch I recieved some time ago. Sorry I havn't replyed before now, but I've been realy busy. Actualy, it's good news - I've got a job! I went for loads of interviews and finaly I was sucessful - I'm working for a small indipendent record company. The job is very intresting - 1 help to

j ; 1 J [

organise tours for the groups, make arangements for there accomodation in the cityes where they play, things like that. I've been doing it since the begining of Februry, and its grate - completly difrent to my old job working in a restarant! It's a good oportunity for me. Hopefuly, if the peopel in the company like me, I'll get more responsabilities and more mony. Then I coud even think about visitting you in Ingland! Anyway, keep in touch, and I look foward to seeing you soon.

I..Which

7

13

19

25

2

8

14

20

26

3

9

15

21

27

4

10

16

22

28

5

11

17

23

29

6

12

18

24

30

~

A customer-supplier sequence Match the words ( 1 - 5 ) with the definitions ( a - e ) . 1

a complaint

a) a request to send goods

2

an invoice

b) a request for general information

3

a quotation

c) a request for payment

4

an inquiry

d) something you say or write when you are not satisfied

5

an order

e) a document giving detailed information about the cost of something

Find: 6

three documents above sent by the customer to the supplier

7

two documents above sent by the supplier to the customer

/

/.

/

Complete this typical customer-supplier sequence with the words from the box. a complaint an order

information the problem

an inquiry a quotation

an invoice (with the goods) the quotation

T h e customer... dflU«
T h e supplier...

1

makes

3

requests

^

-

5

makes

^

7

makes

^

2

sends

4

gives

6

sends

8

solves

Below you will see eight emails between a supplier of ornamental plants and a hotel manager. P u t them into the correct order. Section B will help you.

j |

(a) Thank you for your email received today. We supply and maintain large, ornamental plants for hotel lobbies and company reception areas. We have been in business for more than ten years and have some of the city's biggest hotels among our clients. Please see the attached document for more details of our products and prices. If you need any more information, please let me know. (b) I saw your advertisement in a recent copy of Hotel and Catering Monthly. I am interested in your Plant Solutions service for hotel lobbies. Please send more details. (c) Your visit to our hotel last Tuesday was very useful, and I now have the agreement of my line manager to go ahead with the contract. I am attaching our order as a Word file. Please acknowledge receipt of

;

this email and give us a delivery date.

(d) Further to your last email, I am happy to provide you with the information you need: On an order for twelve plants we could not give any discount. We believe our prices are very competitive and offer excellent value for money. Our terms of payment are one month's charges in advance. Yes, it would be useful to come to the site. Is next Tuesday morning at 10am convenient for you? I can use the opportunity to clarify any other questions that you might have. (e) I am writing about a visit by one of your maintenance staff earlier today. He left a lot of water on the carpets where he had watered the plants. This was not the high standard of service that we have come to expect from you in the past. (f) Thanks for your prompt reply. I am interested in obtaining four large plants for our lobby (variety 'Grandifolia') and a further eight for the restaurant area (variety 'Graciosa'). Would you give a discount on an order of this size? Also, can you state your terms of payment as I could not find these on the document you attached? One final thing - do you need to come to the site to see if there is sufficient light? Our address is below. (g) We are very sorry to hear that the service you received from our company was not up to the usual standard. Unfortunately, a lot of our regular maintenance staff have been ill recently and we had to employ temporary workers. We appreciate the time you have taken to bring this matter to our attention, and as we value our good customer relations, we are willing to give you one week's free maintenance. I apologise again for any inconvenience caused. (h) It is now 28 days since you accepted delivery of our plants. We attach an invoice for next month's charges. Please pay this asap. Thank you.

Email order: 1

k

2

3

4

5

6

7

Find a word or phrase from the emails which mean: 1

to provide people with something that they need, (email a)

2

words or pictures that try to persuade people to buy a product, (email b)

S.Upply.

3

to tell someone in writing that you have received something, (email c)

4

a good relationship between quality (or quantity) and price, (email d)

5

a level of quality, skill or ability, (email e)

6

the conditions in an agreement or legal document, (email f)

7

prepared, (email g)

8

the amount of money you have to pay for something, (email h)

8

Inquiries and orders L o o k at the paragraph structure below for two emails: an inquiry (request for information) and the reply. T h e n write the correct paragraph reference next to each sentence ( a - j ) . Inquiry

Reply

1

How you got che contact.

2

Something about your company, and why you are writing.

3

General request for information.

4

Other specific/unusual questions.

5

Close, perhaps including a reference to future business.

1 Thanks, referring to the date. 2

Say what you are attaching.

3

Highlight one or two key points.

4

Answer any specific questions.

5

Close, saying you are ready to answer any other questions.

a) We are a distributor of kitchen products in Hungary. We are interested in ...

....Jjtl%lAl/.y...2....

b) I am attaching our current catalogue and price list as a pdf file. c) I look forward to an early reply, and am sure that there is a market for your products here in Hungary. d) Could you also provide details of your delivery times, and whether there is any minimum order. e) Thank you for your email of 4 June inquiring about our products. f) You will note that our line of MagicMix food processors is on special offer. g) Please send us information about your product range, including a price list. h) We met last Thursday on your stand at the Munich Trade Fair. i)

If you need any further information, please do not hesitate to contact me.

j)

We dispatch the goods within 24 hours of a firm order, and for first-time customers our minimum order is €5,000.

P u t paragraphs ( a - e ) in the emails below in the correct order. Section A will help you. | |

(a) We are a Turkish company exporting to the EU, and need a firm of lawyers in France to represent us on some legal matters.

i

(b) In particular, we would like to know your experience in dealing with disputes between companies involved in import/export, (c) I am emailing you off your website, which I found through Google. (d) An early reply would be greatly appreciated.

I

(e) We would be grateful for some information about the legal services that your firm offers. Paragraph order: 1

2

3

4

5

(a) We feel sure that we will be able to represent your interests here in France. May I suggest that I call you at your convenience to discuss the matter further? Please let me know when would be a convenient time. I look forward to hearing from you soon. (b) Thank you for your email of 4 December asking for information about our legal services. (c) You will also note that we have represented several Turkish companies, including one of Turkey's major textile exporters. Naturally, our experience in this field includes resolving contractual disputes. (d) You will see that we give a list of our recent clients, and that the list includes many well-known company names. (e) I am attaching a document that gives full details of the range of service we offer.

Paragraph order: 6

7

8

9

10

Complete sentences 1 - 1 2 with the pairs of words from the box. C h e c k the meaning of any unknown words in a dictionary. accept/quotation discount/repeat temporarily/stock 1

apologise/inconvenience dispatched/firm

correct/amend

processed/track

..aiiachsd... form asap so that your order can be processed without any

2

We

3

Our normal terms for

4

attached/delay

note/records

would/grateful

Please return the

delay.

assure/prompt

first-time/pre-payment

be

if you could supply bank references. customers are 50%

I have spoken to my line manager, and we are pleased to offer a small occasion in the hope that it will lead to

on this

orders.

5

The goods will be

6

We

you that your order will have our

3 days from receipt of a

7

We

your

8

Your order has been

order. attention.

Please ship at the first available opportunity. You can

shipping details on our

website. 9

We

from our

that payment of invoice 5718 is still

outstanding. 10

We are

out of

of this item, but we expect new supplies

shortly. 11

We

12

The accordingly.

for any

which may have been caused.

information is given below. Please

your records

Discussing and agreeing terms Match the words ( 1 - 8 ) with the definitions ( a - h ) . 1 discount

a) the conditions of a sales contract

2 credit

b) the cost of delivery

3 delivery time

c) the smallest number of items that can be supplied

4 terms of payment

d) a reduction in price

5 minimum order

e) how long the goods will take to arrive

6 guarantee/warranty

f) the correct way of doing something

7 transport costs

g) an arrangement to buy goods and pay for them later

8 procedure

h) a promise to repair a product or replace it

N o w match the verbs in the columns below with these nouns: a n agreement, a compromise,

an offer, an order. C h e c k any unknown words in a dictionary.

9 cancel/confirm/make/place/receive 10 accept/increase/make/reject/withdraw 11 keep to/make/negotiate/reach/sign 12 accept/agree on/find/reach/suggest

Complete the emails by writing one word in each gap. T h e first letter/s have been given each time to help you. Email 1 Dear Ms Newman Thank you for sending your current catalogue and price i1> I isi. purchasing 5,000 <2' u

last week. We are interested in

of product ref TG67 and 2,000 of product ref K800. However, there are

one or two things we would like to clarify before going ahead with a firm p> o. 1 Do you give any141 d. 2 Would you be i" pr. t

on an order of this (s| s. to let us have the goods on171 cr.

? ? Our normal

of payment are 60 days after delivery, and we can of course supply a bank

19) g.

3 We can find no mention of delivery times in your documentation. We need these items by the end of October at the !a If we can <11 'r

an agreement on these matters, we are sure that we can do more business

with you in the future. We are a w for over twenty years. We look forward to hearing from you soon. Pavel Witkiewicz

-k.

company that has been in the market

Email 2 Dear Mr Witkiewicz Thank you for your email of 2 August inquiring about a possible order for our products ref nos. TG67 and K800.1 will go through your questions in order. 1 In i">/:

to discounts, we would be happy to let you have a discount of 5% on an order of

this size. 2 With t"i r

to your request for credit, unfortunately, we are not able to offer 60 days credit to

|1S>

fi. -1 customers. However, I am sure we can find an acceptable 1161 com In view of your reputation in the market, our credit " 7) co. department will agree on 30 days, with no pre-payment necessary. Our n o r m a l « pro check all bank guarantees, so we will be requiring ™

fa.

is to

details if you decide to go ahead

with your order. 3 Your final question is about delivery times. We can supply the items you require directly from (201 st. and the goods will leave our warehouse within 3 working days of a firm order. Please also note that we have recently improved the functionality of our website, and it is now possible to <21>p(

an order on-line. Alternatively, you can print out the attached order form. Just

1221 f

it in and return it to us by mail. I have arranged for a member of our customer services ( n >t

week. They will be able to ia> d.

to give you a call later in the

with any further points.

Thank you for your interest in our products. Sylvia Newman

Underline the correct prepositions in each sentence. 1

Thank you forlabout your interest in our products.

2

We are interested in/to purchasing 5,000 units.

3

Do you give discounts to/on an order of this size.'

4

We will be happy to deal tolwith any further questions.

5

Is it possible to buy the goods on/with credit.'

6

We need these items untiljby the end of October at the latest.

7

We need to reach agreement on/for this matter as soon as possible.

8

We have 20 items on/in order from you.

9

Thank you for your email about a possible order bylfor our products.

10

In relation with/to discounts, our terms are 5% for an order over€10,000.

11

We offer a discount oflby 5%.

12

With regard to your request /or/o/ 60 days credit, unfortunately we are not able to do this.

13

There are one or two things to clarify before going ahead/in front with an order.

14

Our company has been on/in the market for over forty years.

15

This product has been on/in the market for over a year.

16

We are prepared to compromise at/over the question of transport costs.

17

We can supply the items you require directly of/from stock.

18

The goods will leave our warehouse within/until 3 working days of a firm order.

21 Asking for payment A

Make complete sentences by using one phrase from each column. T h e first one has been done for you. ^

to continue.

1

I wish to draw

2

There is

an overdue payment

3

We are concerned that

4

This situation cannot

the matter has not yet

on your account.

5

We must urge you to take

your cooperation

received your attention.

6

We have still not

but to take legal action

the outstanding sum.

7

We shall have no alternative

received payment for

in resolving this matter.

8

We would appreciate

immediate action to

settle your account.

be allowed

^ ^

— your attention

to my two previous emails.

^ —

to recover the money.

Note: overdue and outstanding both mean 'not yet paid'; to settle means 'to pay the money you owe'.

B

Read the emails below. W h i c h email is the: first reminder

second reminder

third reminder

final

demand

Email 1 Following my emails of [DATE/S] I must inform you that we have still not received payment for the outstanding sum of €4,500. Unless we receive payment within seven days we shall have no alternative but to take legal action to recover the money. In the meantime, your existing credit facilities have been suspended. Email 2 I wish to draw your attention to my previous emails of [DATE/S] about the overdue payment on your account. We are very concerned that the matter has not yet received your attention. Clearly, this situation cannot be allowed to continue, and we must urge you to take immediate action to settle your account. Email 3 According to our records, the sum of €4,500 is still outstanding on your account. We trust that our service was to your satisfaction, and we would appreciate your cooperation in resolving this matter as soon as possible. Email 4 On [DATE/S] I wrote to you regarding your company's unpaid account, amounting to €4,500. May we please remind you that this amount is still outstanding. We would be grateful to receive a bank transfer in full settlement without further delay.

Tick ( / ) the most polite form, a ) or b). la) This invoice should be paid immediately. b) You must pay this invoice immediately. 2a) You have not paid invoice JK387 b) We note from our records that invoice JK387 has not been paid 3a) This outstanding balance is now overdue b) Your outstanding balance is now overdue. 4a) Please send a bank transfer to clear this amount. b) Please send a bank transfer to clear this amount. If you have already dealt with this matter, then please disregard this email. Note: the first reminder should be polite and impersonal - don't assume your customer has no intention of paying.

Complete the emails with the phrases from the box. concerning a payment

forward the payment

now two months overdue the outstanding sum

further delay

shall have no alternative

have still not received

should have been cleared

to settle your account

First reminder We are writing to you <" now overdue. A copy of the invoice is attached. This amount i2> <3>

of €12,600 for invoice number KJ678 which is

by the end of last month. Please send a bank transfer or an explanation of why the balance is still outstanding. If you

have already dealt with this matter, please disregard this email. Second reminder With reference to my email of 21 March, I must inform you that we t4> payment to dear the balance on your account. I am sure you are aware that late payments create problems for us. We would appreciate payment of151

without <6>

If you have any queries on this matter, please do not hesitate to contact me. Thank you for your cooperation. Final demand I wrote to you on 21 March and 7 April regarding the balance of €12,600 on your account. I attach copies of both emails. This sum is o.

We are very concerned that the matter

has not yet received your attention. Please i»

within seven days.

If we do not receive payment from you, we e>

but to take legal action

to recover the full amount.

Describing business trends Review the language of trends. 1

Complete the pairs of opposites with the words from the box. a) to go up / to

e) to increase / to

j be down

fall

b) to rise / to

() to grow / to

J be stable

get worse

c) to improve / to

g) to be up / to

J decrease

go down

d) to reach a peak / to

h) to fluctuate / to

I shrink

hit a low

fio

Jo-i'l".

Complete these irregular verb forms. go - wz..ml... - g

rise - ro

- ri

grow - gr

- gr

fall - fe

- fa

Complete the sentences with one of these words: gradually, sharply, significantly, slightly, slowly, steadily. a) Sales increased

sldWlu... (not fast)

d) Sales increased

(slowly over a long time)

b) Sales increased

(suddenly) e) Sales increased

(noticeably)

c) Sales increased

(a little)

(gradually and regularly)

f) Sales increased

Change the verb + adverb form into an adjective + noun form. to improve gradually

a grad

impro

to grow slowly ^ si

gro

Complete the sentences with one of these words: by, by, for, from, in, of, since, to. a) Sales increased

3%. {after a verb)

b) There was an increase

3%. (after a noun and before an amount)

c) There was a 3% increase d) Sales increased

15,000

e) Sales have been increasing

sales. (after a noun and before the topic) 17,500 - so they increased January (point in time) /

2,500. six months (period of time).

Underline the correct words in the email. j

Petra - here are the main points from the second quarter results: At the start of the quarter sales stood <"/n/at $25 million. Then they '2>rose/rised over the three months

:

wto/until $27.6 million - an increase '%y/of around 12%. It's even better if you look at the year-on-year ^quantities/figures. Last year sales increased ®by/with only 6% over the same quarter.

|

The trend is also good for the rest of this year. We're looking at ^steady/steadily,8>growing/growth going forward.

[

Congratulations are due to everyone. However, there is a downside. Market share is not growing as fast as sales. In fact, it's been more or less stable ("for/since the last few years <10>at/with around 18%. In a ^rapid/rapidly growing market our competitors have benefited as much as us, and in the future we must |,2>fo watch/watch this very closely. I look forward to hearing your comments. Regards, Mark

Review the language of forecasts (what is likely to happen in the f u t u r e ) . Complete the table with the words/phrases from the box. B e careful: two are not used. I are likely to J might

could

could not

might not i

Definite

I expect

won't probably

1 doubt

probably won't

I'm pure

may not

won't X

/ Sales will definitely increase.

Sales definitely (2)

increase.

(1) ....J.M...SMS..... that sales will increase. I'm certain that sales won't increase. Probable

(3)

that sales will increase.

Sales (5) Possible

Sales (7) Sales (9)

..

Sales (4) .

increase.

(6) .

increase.

Sales (8) ,

increase.

Sales (10)

increase. that sales will increase. increase. increase.

N o w match the verb groups 1 1 - 1 3 with the ends of the sentences a ) - c ) . B e careful! 11

We expect/would like

12

We expect/would like/hope/intend/plan/want

a) to increase sales next year. b) sales will increase next year.

13

We expect/think/hope/believe/imagine/predict/forecast

c) sales to increase next year.

Note: we can usually use will or going to to make predictions and there is very little difference. However, if there is strong evidence in the present situation then going to is more common. 1 think sales will probably increase next year.

(it's my general belief)

/ think sales are going to increase next year.

(I am looking at some figures right now)

Underline the correct words or phrases in the email. Petra - thanks for your comments on the second quarter results. You asked me for my thoughts about the longer term, so here they are: Sales are mpossible/likely to end this year <2>with/at about $34m. I think that profits <3'to increase/will increase at an even faster rate, due to our recent cost-cutting measures. Next year the situation is a lot more '^uncertain/unlikely. This is because of the general economic climate in which we are operating. Inflation ®will probably/probably will start to rise, and I think the Central Bank is planning <61interest rates to raise/to raise interest rates as a result. That's bad news for us. Our debt repayments to the bank are wlikely/likely to go up181considerably/considerable. Unemployment is also <9)fo increase/increasing. Eventually this wimight be/might have an impact on consumer sentiment, although the rate of increase is quite slow and we11,1probably won't/won't probably be in such a bad situation as during the last recession. We can discuss this tomorrow in more detail. I have to leave now - 1 didn't bring my umbrella and it looks like |12'/'( will/it's going to rain! Mark.

—

S

Cause, effect, contrast Review the language of cause and effect. Complete the sentences with a word from the box. j as

because

Cause

due

from

in

of

of

therefore

to

to"]

Effect

1

Our new marketing campaign should lead

2

Next month we will start a new marketing campaign. So, I

I create a big increase in sales.

/ result

, / Because of this, /

a

result, we should see a big increase in sales. Effect 3

Cause

The big increase in sales last month resulted I was due

4

/ was a result

/ was because

our new marketing campaign.

We saw a big increase in sales last month

of I

to our new marketing campaign.

Note: 'We saw a big increase in sales last month because we had a new marketing campaign.' ( N O T because of we had ...) Note: using so/such to express cause so + adjective (+ that):

Our campaign was so successful (that) we ...

such + noun (+ that):

Our campaign was such a success (that) we ...

such + adjective + noun (+ that):

It was such a successful campaign (that) we ...

Underline the correct words or phrases in the email.

,

Petra, I've had Wso/such a busy week, but finally I've had a chance to talk to Marketing and look at the figures in more detail. Here are our thoughts on the recent trends in sales:

|

• The market as a whole is growing, and i2'as a result/because of we have benefited along with all our other competitors.

j i

• However, this fact alone cannot explain why sales are growing ^so/such fast. If you look at the figures you'll see that much of the increase is |4|due to/result from the success of just two products, Viva and

| I

Avanti. We had a big advertising campaign for Viva before Christmas, which <5>resulted to/led to the peak in sales in December. Avanti on the other hand has been selling well throughout the year, probably i"because of/because it already has a good reputation in the market.

i

• We must make sure that our new lines are equally successful. <7>So/As a result of, someone needs to prepare a detailed marketing plan and circulate it to everyone. Jim should probably deal with this

I I

'"because of/because his work on Viva and Avanti. I'll suggest it to him. Hope this is helpful, Mark.

_

Complete the words in each sentence with the missing letters. 1

Sales increased, t h o u £ h / alth

2

Sales increased, where

/whi

market share remained the same. market share remained the same.

3

Market share remained the same in sp

4

In s

of/De

5

In spite of the fa

6

Sales increased. How

7

Even th

8

E

of/des

the increase in sales.

the increase in sales, market share remained the same. th

sales increased, market share remained the same. ,/Ne

ss,/E

n so, market share remained the same.

market share remained the same, sales increased. if it means reducing prices, we must try to increase market share.

Note: • Compare although/though with whereas/while. The first two have a strong sense of surprise; the last two simply compare two facts and emphasise the difference between them. • In spite of/despite + noun phrase, BUT in spite of the fact that + subject + verb. • HoweverfNevertheless

are more formal, Even so is less formal.

• We can use even with though and if to make a stronger contrast.

Read the email. T h e n choose the best word to fill each gap from A , B , C or D below. Hiroshi - here's the summary of the market report for East Asia that I promised you. • As we all know, last year was a difficult one. "! since January things ra. been getting better. Sales have recovered <3> 4% in China, our biggest market. We are <4> to see a similar <5> in Japan and Korea over the next few quarters, <s' right now sales there are 171 • In relation to the long term, we are optimistic. Our w. begin to <10)

which in our opinion will take place (,2> I"'

is that economic growth in the whole region is|

from the start of next year. This will i1').

many new opportunities,

labour market and other structural reforms,

there are some changes in the government. This growth will we will face increasing competition from US and other companies.

1) A So

B Even if

C Despite

2) A have slow

B have slowly

C are slow

D are slowly

3) A for

B with

C by

Don

D However

4 ) A possibility

B perhaps

C possible

D likely

5 ) A recover

B improve

C improvement

D growing

6 ) A although

B nevertheless

C so

D as a result of

7) A plain

B equal

C flat

D level

8 ) A trend

B forecasting

C prevision

D forecast

9 ) A will

B will to

C is going

D it is possible

10) A steadily rise

B rise steadily

C rising steadily

D will rise steadily

11) A be due to

B result of

C be resulted from

D because of

12) A as a result

B whereas

C even if

D despite

13) A create

B lead

C result to

D improve

14) A despite

B whereas

C so

D even though

~

Complaints Complete the sentences typical of emails of complaint with the pairs of words from the box. f appreciate/replaced

attention/problem

j delivered/urgently

complain/quality

dissatisfaction/received

j purchased/standard

refund/further

terms/treatment

1

1 am writing in

2

I hope that you will deal with this

3

The equipment I ordered has still not been

connection/attitude

entitled/replacement

•

matter/inconvenience

unless/cancel

with the negative

:

j

of a member of your staff. promptly as it is causing me considerable , despite my phone call to you last

week to say that it is needed 4

Although you advertise yourself as a top-quality brand, the product I below the

was well

I expected.

5

1 am writing to draw your

6

1 would

to a

7

I wish to complain in the strongest possible

in your customer services section.

it if the faulty goods could be

as soon as possible. about the

1 received

from a member of your staff. 8

I believe that I am

9

I am writing to express my strong

10

to an immediate with the goods I

this morning.

I receive the goods by the end of this week, I will have no choice but to my order.

11

1 am writing to

about the

of a product I purchased on-line from

your website. 12

1 insist on a full

, otherwise I will be forced to take the matter

Match the beginnings ( 1 - 8 ) with the endings ( a - h ) . 1

You only sent 7 DVDs, instead

a) there were only 7 in the box.

2

You only sent 7 DVDs, in spite of

b) but there were only 7 in the box.

3

Even though I paid for 8 DVDs,

c) However, there were only 7 in the box.

4

1 paid for 8 DVDs.

d) so 1 am refusing to pay your invoice.

5

1 paid for 8 DVDs,

e) Therefore, I am refusing to pay your invoice.

6

Firstly, the quantity of DVDs was incorrect.

f) of the 8 that I ordered.

7

You have still not resolved the problem

g) the fact that I paid for 8. h) In addition, two of the covers were damaged.

with the DVDs. 8

You have still not resolved the problem with the DVDs,

Complete each phrase with one word. Some letters have been given to help you. 1

to write in coMtlCCliOn with sth.

6

to be below the expected st.

2

to need sth. ur.

7

to complain in the strongest possible te

3

to take the matter fu.

8

to express strong dis

4

to demand a full re

9

to demand an immediate repl

t

5

to draw sb's at.

10

to cause sb. considerable inc.

e

y r .d n to sth.

d s

ion with sth.

Linking words and phrases are used in complaints to explain your case clearly and carefully. Complete the table with the words/phrases from the box. Above all In addition Nevertheless

As a result

Even though

In conclusion

In fact

Finally

Firstly

In particular

Taking everything into consideration

Furthermore

In reality Therefore

...EutlhgX'MOf.e..... I.

Adding another point (like and):

1

Listing points:

2

Making a contrast (like but):

3

/.

Making a contrast (like although):

4

/. /.

/.

Giving the consequence (like so):

5

Giving the most important example:

6

/.

Saying what the real situation is:

7

/.

Introducing the final paragraph:

8

/.

•

However

In spite of the fact that

W h i c h two phrases are N O T followed immediately by a comma, and can come in the middle of a sentence as well as at the beginning?

/ Underline the most appropriate words or phrases in the email. j

j J

j

I am writing to complain about the poor service we have received from your company. <1>Firstly/Therefore, the goods you sent were not the ones that we ordered. Our order dated 16 September clearly stated that we wanted 1,000 t-shirts. t»ln particular/However, we only received 800. P'Nevertheless/Furthermore, we asked you to print our company logo in the top left corner of the shirts and you have printed it in the centre. To make matters worse, your staff were very unhelpful when I called. "'Even (hough/Above all, no-one took responsibility to sort out the problem - 1 was simply passed from person to person. ®ln fact/In addition, after 30 minutes I gave up in frustration and ended the call. The whole matter was treated by your staff as though it was completely unimportant, <e>in spite of the fact that/therefore we have been your customers for more than five years. <7|/n particular/As a result, we are considering stopping all future business with your company. (8'Taking

everything into consideration/In reality, we must insist on an immediate replacement order, to reach L here within 14 working days, at no cost to ourselves. i-

Apologies Email 1 below is a formal apology, email 2 is an informal apology. Complete the emails by choosing the correct alternatives below. T h e phrases are in the same order as they appear in the emails. 1/H fef/on behalf of 2/12 unprofessional conduct / unfortunate behaviour 3/13 Please accept my sincere apologies for / I'm really sorry for 4/14 You can be sure that / You have my assurance that 5/15 sort out the problem / resolve the matter to your satisfaction 6/16 I'll /We will 7/17 To compensate for the inconvenience caused / As a friendly gesture 8/18 about what happened I regarding the incident 9/19 If you have any further queries / If there's anything else 10/20 please call / do not hesitate to contact me Email 1: formal I am writing m.ah...hshai(...di. Promotional Products in relation to your recent complaint. I was very concerned to learn about the problems you experienced and the i!>. of our sales staff, o. everything that happened, and thank you for bringing it to my attention. <"> I will is) 161

send replacement items immediately, at our expense, and I will personally make

sure that the order is correct.[Tl we will also send you a credit note to be used against any items in our catalogue. I have already spoken to the sales staff involved m and we are making sure that in the future all customer complaints are dealt with in a polite and helpful manner. Once again, I hope you will accept my apologies for the inconvenience caused. I very much hope you will continue to use our services in the future. i9> i<°>.

on my direct line given below.

Email 2: informal Laura, I'm writing all our family to say thank you very much for letting us stay at your seaside house at the weekend, we really enjoyed it. By now you have probably heard from your neighbours about the1121 of my teenage son Harry and his friends when they came back from the pub late on Saturday night. <13'. all the noise they made, and for the damage they caused to your neighbour's garden. iM>. I will do everything possible to <151. i16' my son

contact your neighbours directly and offer to pay for any damage. 1171 I'll also send them them some flowers and a box of chocolates. I've already spoken to and he promises it won't happen again.

Once again, I am really sorry. <19> i20'

, - I'll be at home at the weekend.

Match the beginnings of the sentences ( 1 - 1 0 ) with the endings (a—j). 1

Please accept my

a) a replacement immediately.

2

We're having a temporary problem

b) and get back to you tomorrow.

3

We're doing everything we can to

c) as a gesture of goodwill.

4

Can you leave it

d) for any inconvenience this has caused.

5

I'll look into the matter urgently

e) hesitate to contact me.

6

I'll send you

f) resolve the issue/sort it out.

7

We are sending you a small gift

g) sincere apologies.

8

I can assure you that

h) this will not happen again.

9

I apologise again

i)

with me for a day or two.?

If you have any further queries, do not

j)

with our software.

10

N o w check the answers, then cover the right hand column and try to remember the endings.

Cross out the one word or phrase in italics in each sentence that is not natural. 1

I am absolutely iextremely/really /very sorry for what has happened.

2

Thank you for bringing this issuelmateriallmatterfproblem

3

We can assure you that the articles!goods/items/wares

to my attention.

were dispatched on time.

4

We were sorry to hear that the product was damaged!defective!faulty lout of work when you received it.

5

This was due to an oversight when we processed your orderfa strike in our factcrryian inflammation in our warehousefcircumstances

6 7

beyond our control.

I am trying to sort it out/sort out itlsort the problem out/sort out the problem as a matter of urgency. Please return the faulty goods, and we will refund youlrepair themlreplace them/restore them immediately.

8

We appreciate that this has caused you considerable inconvenience, but we cannot accept any breach in the contractldisadvantage!liability/responsibility

on our part.

Rewrite the sentences below with the correct word order. 1

Thank you very much this matter for bringing to my attention.

2

1 was very experienced to leam the problems about you concerned.

3

I will look the matter into and get back you to within the few next days.

4

Once again, accept our apologies please caused for the inconvenience.

5

Having this matter in detail looked into, I be of no further assistance regret that I can.

Report structure and key phrases Match the different sections of a report ( 1 - 5 ) with their definitions ( a - e ) . 1

Introduction

a) The 'body' of the report: a presentation of arguments and evidence.

2

Background

b) The subject of the report, who asked for it, why it has been written.

3

Findings

c) Practical suggestions for action, often written as a list or bullet points.

4

Conclusion

d) The context: what has happened up to now and the general situation.

5

Recommendations

e) A judgment or decision based on the discussion in the 'body'.

Note: a report may not have all these sections, and in an email a 'section' may simply be a single sentence.

Match the beginnings of the sentences ( 1 - 1 2 ) with the endings (a-1). 1

As requested at the Board meeting

a) on the figures sent to me by different departments.

2

The purpose of the report is

b) where cost-cutting measures are necessary.

3

The report is based

c) in table 1, demand has been falling.

4

I have divided the report

d) to suggest ways to reduce costs.

5

As can be seen

e) into three sections.

6

This has led to a situation

f) of 18 April, here is my report.

7

As mentioned

8

I suggest that the company

g) the full report and let me have your comments. h) are as follows:

9

My specific recommendations

i)

to contact me if you have any questions.

10

Please have a look at

j)

should be able to cut costs significantly.

11

Your comments will be circulated

k) above, sales are going down.

12

Please feel free

1) in time for the next meeting.

T h e order of sentences 1 - 1 2 follows ( more 01• less) the order in which they would be used. Write the sentence numbers after these section headings: Introduction/Background: Findings: Conclusion/Recommendations: Closing comments:

Complete the email with the phrases from the box. ! above

as follows

based on the

! identify opportunities let me have

figures

I suggest that

make reductions

can be seen

divided the report

investigate the possibility

see section 4.2

led to a situation

purpose of the report

shows that

Subject: Cost-cutting measures As requested at the Board meeting of 18 April, here is my report. The full report is attached as a Word document, but I have written a brief summary below. Introduction The I1'. It is I2'

is to suggest ways to reduce costs across the company. sent to me by different departments last month. I have.

|3>.

into three sections: background, findings and recommendations.

Background As i*i.

in table 1 in the attached document, demand for our products has

been falling over the last year, and sales and profits are both down. This has pi where cost-cutting measures are necessary. Findings There are three main areas where cost reductions are possible: • The marketing budget is very high. As mentioned o sales are going down, but we are still spending large sums on magazine advertising and street posters. This is not justified. • Production costs are also high. Table 2 in the report |7)

raw material

costs have gone up by 12% over the last year. We must find a way to bring these down. • We may also have to dismiss a small number of administrative staff, which will be very unpopular. ™

of the full report for suggestions on how to proceed.

Recommendations In conclusion,

the company should be able to cut costs significantly by

the end of the year. My specific recommendations are |10> 1 Marketing Dept to <"i 2 Production Dept to ™

in the advertising budget of 10% or 15%. of using different suppliers to bring down

materials costs. 3 Head Office to <">.

for cutting a limited number of jobs, in case the

situation deteriorates. Please have a look at the full report and your comments by 2 June at the latest. These will then be circulated to all departmental managers in time for the meeting on 16 June. Please feel free to contact me if you have any questions.

Linking words and relative clauses First, read the information about linking words and phrases. T h e n read through the email and underline 1 8 linking words/phrases in it, not including 'and', 'but' and 'or'. Linking words and phrases join one idea to another. They help the reader to understand the structure of your argument. There are two types: • Words in the middle of a sentence that join two clauses: and, but, because, so etc. • Words/phrases at the beginning of a sentence: However, Therefore,

In relation to etc. These are often

followed by a comma. Subject: Arrangements for sales conference

-

-

Marcia - many thanks for sending the details of the 165 participants coming to our sales conference in November. Here is my report on the arrangements that will be necessary.

~~

1 Accommodation j |

In previous years we have used the Belmont Hotel. In general, we have always had good feedback from delegates on the Belmont. However, it is quite far from the conference centre, and in addition they have increased their prices recently. As a result, I am going to get an alternative quote from the York Hotel this year. 2 Conference Centre In relation to numbers, the hall seats 200 people, so there shouldn't be any problem. Nevertheless, if we get a lot of late bookings we may need a bigger hall. I will monitor the situation closely. Obviously, if people

I I

book after the deadline we may have to write back and say we are full. On another point, we need to make sure that the amplification system is working properly, as last year several delegates complained that the sound was too low at the back of the hall. 3 Speakers Both outside speakers are confirmed. In particular, the well-known author Sandra Brett has agreed to give a talk on 'Motivation', and I'm sure it will be very well received.

; I

4 Food and drink Last year this was a problem. Firstly, we had a lot of complaints about the food. Secondly, there was some confusion among delegates about whether they should stay in the conference centre for lunch or go outside. In fact, if delegates do want to go outside and get some fresh air it is not a problem. So this year I am going to get quotes from catering companies for two options, that is to say one for coffee breaks and snacks only, and the other for lunch as well. Alternatively, we could just use the cafe in the conference centre and not employ an outside firm, but I don't think that will create a good impression. I think that's all. Let me know if there's anything else, especially if you suddenly get a lot of late bookings. Bruno

X

Complete the table with the words from the boxes. Alternatively

e.g.

On another point

Finally

For instance

On the other hand

Instead of

On the whole

Moreover Secondly

Nevertheless Usually

Showing a sequence:

Firstly

i ...Ssacmdly

2 ...Eimli'y..

Talking generally:

In general

3

4

Making a contrast:

However

5

6

Adding another point:

In addition

7

8

Giving an example:

For example

9

10

Giving an alternative:

Either ... or ...

11

12

Above all

Actually

Obviously

Of course

As a matter of fact Regarding

For this reason

That is to say

i.e.

Therefore

In particular With reference to

Saying what the real situation is:

In fact

13

14

Saying something is obvious:

Clearly

15

16

Giving the most important point:

Especially

17

18

Rephrasing in a different way:

In other words

19

20

G i v i n g a result/consequence:

A s a result

21

22

Introducing a new topic:

In relation to

23

24

N u i c : yon cun luul more pr.icu.v' '.villi linking words in unit's 2 \ 24 ;ind

Rewrite each pair of sentences as one sentence, including the word in brackets. Begin as shown, and make any necessary changes. 1 2

The Board issued a report. It describes options for our long-term strategy, (that)

The mpon Jh.aL.ihe...B.aatdJ.s.sue.d....de.sc.dhss...ap.Uaas....faf:...auL^ The Board issued a report. It describes options for our long-term strategy, (which) The Board ...

3

We interviewed three candidates. They were all very good, (who) We interviewed

4

We interviewed three candidates. They were all very good, (that) T h e three

5

Marketing want to postpone the product launch. 1 feel this is a mistake, (which) Marketing want

6

We might need to dismiss some workers. These workers are listed below, (who) The workers

7

One team's results were particularly good. This team should be given a bonus, (whose) The team

28 Being direct and brief A

Look at the differences in style between these two emails. Notice how version 2 uses the key words (underlined) from version 1. T h e form of the words may be different. Version 1 I

Subject: My ideas following last Friday's meeting

|

In the attached Word document you'll find my thoughts about the marketing plan that we discussed in last

I

Friday's meeting, and in particular my response to Jenny's points about needing a new tvoe of packaging to appeal to a younger age group. I think she raised some important issues, and so I'm circulating these ideas to everyone who was present at the meeting. Please insert your comments in the attached document and email it back to me as soon as possible. Version 2 Subject: Ideas for packaging We need a new type of packaging - as we all agreed in the last meeting. My ideas are in the attached

_

document. Comments please asap.

—

Match the descriptions ( 1 - 6 ) below by underlining the most appropriate version, 1 or 2 . 1

T h e email is direct and brief.

2

T h e e m a i l is friendly and shows more respect to t h e reader.

3

T h e action required is very clear.

4

T h e exact action required is not so clear.

5

Unless the reader knows the writer well, the email could sound a bit aggressive.

6

T h e r e may be too m u c h i n the email to write i n a busy working day.

0

Version 1/2 Version 1/2

Version 1/2 Version 1/2 Version 1/2

Version 1/2

Rewrite the email below. T h e maximum length is 5 0 w o r d s , including the subject line. Some key words have been underlined to help you, but you may need to change their form. ;

Subject: Confirmation of our meeting as discussed by phone I'm writing regarding our ohone call earlier this morning. It was a very useful discussion and I am much clearer now about your objectives. At the end of the call you suggested a time and place for our next meeting, the lobby of the Intercontinental Hotel in Barcelona at 2.00 pm on 7th February. I believe you will be staying at the hotel at that time. I said that I would email you to confirm the meeting. Well, for me the

!

time and place is very good - 1 am free all afternoon. I look forward to seeing vou there at that time and I hope that in the evening you can be mv ouest for dinner at a good restaurant in Barcelona.

Subject:

! !

Cross out 2 0 words which are not necessary in this email. Many thanks for your email which I received yesterday. Tuesday at 10.30 is fine for me as my 9am meeting will be finished by then. Can you send me the latest sales figures before the meeting? I look forward to seeing you there.

Cross out 2 0 words which are not necessary in this email. I am writing to all my colleagues to let you know that I will be away from my office from 14-21 November on a visit to Hungary. Please direct all questions that you have to Helga in my absence.

Underline the key words then rewrite the email. T h e maximum length is 6 0 w o r d s , including the subject line. Subject: Your info re market developments in the Baltic States Many thanks for getting in touch last week and sending me all the information about market changes in the Baltic States. It was really useful, particularly the graphs about expected demand for consumer products over the next five years. I've forwarded your email to our representative in Estonia, Krista Kilvet. She has just taken over from Doris Kareva, who I think you met in Stuttgart. Would you be interested in giving a presentation at our Head Office on the whole political and economic background in the region? I'm sure the Board would be interested as we may be making some large investments there in the near future. Subject:

Underline the key words then rewrite the email. T h e maximum length is 6 0 w o r d s , including the subject line. Subject: Thank you for your help at the conference in London Thank you so much for ail your help during the conference on the future of the airline industry that I attended in London last week. Your help was really appreciated as I had never been to the UK before and everything was very new to me! The conference was really interesting. Of course, while I was there I also had the great pleasure to meet your UK sales team. They are a wonderful group of people and I would like you to give my best regards to all of them. As you know, there are plans to bring some of the UK staff over here to Dubai at the end of the year to see how we run the Dubai office. I look forward to seeing you then. Subject:

Being indirect and poiite T h e short phrases in the table below use standard/neutral language. Complete the table with the polite/diplomatic phrases from the box. Could you poaoibly

Do you need any help with

I wonder if I could

Perhaps we should

Is it all right if I

Why don't we

I was wondering if you could

Would you like me to

Requests (asking somebody else) Can/Could you ... ?

1

/..

Cau/.d...y.au...pas.SLb.ly.

Permission (for yourself) Can/Could I ... ?

2

/.

3

/.

What about (+ -ing)/Shall we ... ? 4

/.

Offering help Can I/Shall I ... ? Suggestions

H e r e are more ways to make your language polite/diplomatic. Complete the words in each sentence with the missing letters. There will be a delay.

1 I'm af f a [ d there will be a sm

There is a problem.

2 It se

we have a si there m

I disagree.

3 I th

We can't do that.

4 To be ho

That gives us very little time.

5 Act

It will be better to ask Heidi.

6 Wou

delay. problem.

be an issue here.

, I'm not s , that does

'

we can do that. give us m

time.

' _ it be better to ask Heidi?

That will be very expensive.

7 That mi

That will be very expensive

8 That won' _ be ch

be qu

expensive. .

Rewrite each sentence with the words in brackets to make them more polite and diplomatic. 1

Can we meet again next week? (wonder/could)

2

You've made a mistake on the invoice, (there/seems)

3

The quality is low. (not very)

4

Shall I speak to Sir Baker? (would you like)

5

Your estimate for the cost is too low. (might/a bit)

6

We should wait, (wouldn't/better idea)

7

It's a bad idea. (honest/I'm not sure/good)

8

Let's cancel the project, (perhaps/should think about)

D

Read the situation. T h e n complete the words in each reply with the missing letters. Somebody sends you an email: I've just had a great idea! We could have a team meeting every Monday morning at 8am to plan the week's work. You want to disagree: 1

It soUlA(Is...

2

I can see what you're sa.

3

Wo

'

like a good idea, but I'm not sure it would work in pra , but wh

a

some people find that a li

4

To be ho

5

I know what you m

, I'm not s

6

It's a good idea, but d

the traffic on Monday mornings?

early?

that would be conv

for everybody.

, but I can see one or two problems with that. '

you think 9am wo

be b

,r?

Look back at sentences ( 1 - 6 ) and find: a) four examples of Yes, but...

/

/

/

b) a normal question to show doubt c) two negative questions to show doubt

/

d) an introductory phrase to prepare the reader for disagreement

E

M a k e the emails below more polite or diplomatic by changing the words in italics.

Use

techniques from sections A - C . Luisa, thanks for your email about the new brochure and the attached file with the quote from the printers, mit is ®very expensive. |3'/sn'f it a better idea to contact some other printing firms and get some alternative quotes? After all, ' % e have been very unhappy with the quality of their work on the last few jobs. What do you think?

1 ...lL.sems..../....L.Mnk....i£s. 2

p

!

3 4

Frank - sorry we didn't have a chance to talk yesterday. Actually, I have is>a favour to ask. <"/ wonder if you \ can have a word with Sandra in Human Resources about when the position of Sales Director is going to be i advertised, "'it's delicate for me, as I'm sure you understand, because there is a chance "'I will be one of ^ the candidates. Thanks.

j

5

7

6

8 Steven, thanks for sending the suggestions on how to price our new range of accessories. ml don't agree — with you. The prices you suggest <™are '"too high for the market. Don't you think a lower price ^ w i l l result in higher sales and therefore higher profits? Let me know what you think. I

j ! j 9

11

Being friendly T h e r e are many words and phrases that you can use at the beginning of a sentence to sound friendly. Complete the table with the words or phrases from the box below. ; Anyway

Apparently

Basically

By the way

Frankly

In fact

Luckily

You heard something, but are not sure:

It seems that

1

.

Something is true, but surprising:

ActuaRy

2

.

Something is obvious or already known:

Obviously

3

Bad /good fortune:

Unfortunately

4

Saying what you really think:

To be honest

5

.

Going back to a topic:

Well/So

6

.

Changing the topic:

Anyway/So

7 ...

Summarising with the most important point:

Anyway

8„ .

Of course !

Complete the email with words or phrases from section A . Several answers may be possible. T h e r e is one solution that uses each line in the table above just once. Hi, I'm just back from India - 1 had a fantastic time. c> , it's probably one of the best holidays I've ever had. Did you get the email I sent from Delhi? I didn't have much time to write because it was late and the owner of the Internet cafe wanted to close up for the night. , he kept it open for a few more minutes so I could finish emailing. ® , as I was saying, I really enjoyed myself. I went to Agra to see the Taj Mahal, and I also went to an amazing wildlife reserve called Sariska. (4>

, I did have the usual stomach problems at the beginning of the trip, but

nothing too bad. <5>

have you heard the news about Anoushka? <6>

she's just met a guy she really likes and they're getting married next year! His name is Walter. She's only known him for a month. Sara says she met him at a party last week but he didn't seem very friendly. i" ,1 always thought Anoushka rushed into things too quickly. What do you think? Don't you think she's a bit young to get married? I" it's her decision at the end of the day. That's all for now. Hope to hear from you soon. Bye!

Note: • The words in the gaps make the email sound friendly. Try reading it without these words - it still makes sense, but it is too direct. • The words in the gaps can help to make the email easier to follow. They show the structure of the text, how the writer is going to continue. • The words in the gaps are followed by a comma in writing. This is like pausing in speech.

Read the email below twice. T h e second time you read it, miss out all the words underlined. W h a t is the difference? ! !

Hi Patti! Thanks for your email. Your new job sounds really great - 1 know that you've wanted to work as a graphic designer for ages and ages, and now it's finally happened! Congratulations! I'm sure you'll do really well in the job. Well, what about my news? I arrived in Prague about a month ago. It was quite difficult at first. Of course I couldn't speak the language, and finding a place to live wasn't easy. Then my friend Belen and I found a lovely little flat in the old part of town. It's quite small, but it's full of character and we love it. I'm working as a waitress in a cocktail bar. It's okay - 1 don't suppose I'll do it for long, but it's a way to earn some money. Anvway. that's all for now. I hope you're well, and give my regards to your family - especially your mother. She was so kind to me when I came and staved at vour house. All the best, Florencia.

j j | I

C h e c k your answer in the Answer key at the back of the book.

Rewrite the email with the words and phrases from the box to make it more friendly. Some of the words and phrases like really, to be honest and First can go in several places. You may also need to change the punctuation in places. j First,

really

a bit

I as you probably know,

hundreds of

a few lines

Oh well, that's life!

i Anyway, that's all for now

all day long

the next thing is

but writing to you has helped

Things have been a bit difficult recently.

to be honest she told me last month

I

because I'm sure you'll have great fun

but 1 think it's best for both of us

I Stefan, just to let you know that I can't join you next weekend. I'm sorry, but I've already arranged to go to Paris. I'm staying with Bernard in his flat, and I really need a break. I've broken up with Rosanna. We've been having a lot of arguments recently, and she's going to move to Hamburg. It's a pity. Then, my job. I have a lot of responsibilities in the office and it's quite stressful. We have customers who call and I never get a break. I'm sorcy if I sound depressed. Hope to see you soon. All the best, Wilhelm.

j II! j j — —

Advice and suggestions Read the email exchange between two friends, then match the phrases in italics (1—10) with the phrases ( a - j ) below. Hi Toby Hope you're well. i"/'Ve got a bit of a problem, and I'd really like your advice. You know I'm doing that secretarial course. Well, it's really boring and I hate it I've already paid for the course and it runs till the end of June. »Do you have any ideas about what I should do? ^Please email me, or give me a call when you get the chance. Sandra Hi Sandra w I'm sorry you're having such a hard time at the moment, but ® I think you should finish the course as you've only got a few months to go. You could concentrate on increasing your typing speed - that's always useful. Toby Toby - no, I really hate the course and I don't think I can last till the end of June. ®What should I do?

|

Sandra

H

Well, Wwhat about going to a careers advice centre then? Or doing something really different, like travelling abroad for a year. («That way, you could be thinking about what you really want to do with your life. 11/ think it's better than just giving up the course and doing nothing. ',01/ hope I've helped a bit. Toby Great idea, Toby! Thanks. I'm off to the travel agent's right now. Sandra

a) I would really appreciate it if you could write back or telephone me to discuss this matter further, at your convenience. 3.... b) I think it might be a good idea to c) I was wondering if you had any ideas about d) Have you thought ot ... (+ -lug) e) I'd like your advice about a problem I have. f) 1 hope I have been of some help. g) I think this option would be preferable to ... (+ -mg) h) I was sorry to hear about your current difficulties. i) This would mean that j) •

What would you advise me to do? .. . In general, do you think phrases a ) - j ) are more formal or more informal than those in the emails?

E a c h phrase below has two words the wrong way round. C o r r e c t the mistakes (tfusjltkel Asking for advice Opening:

1 I've got a bit of a problem, and maybe can you help.

Asking for advice:

2 I was wondering if you had any ideas about what should I do.

Closing:

3 Please write and let know me what you think.

Giving advice Opening:

4 I'm sorry you're having a such hard time at the moment.

Giving advice:

5 I think might it be a good idea to finish the course.

Result:

6 This would mean that could you think about what to do next.

Options:

7 I think this option would preferable be to just giving up the course.

Closing:

8 I hope have I been of some help.

Match the beginnings of the sentences ( 1 -

with the endings ( a - k ) .

Making a suggestion 1

I think we should

a) go to an Italian restaurant for your birthday.

2

I suggest

b) go to an Italian restaurant for your birthday?

3

Shall we

4

I think we ought

c) to go to an Italian restaurant for your birthday.

{a question)

5

Perhaps we could

d) going to an Italian restaurant for your birthday.

6

How about

e) going to an Italian restaurant for your birthday?

7

Why don't we

8

Let's

(a question)

Accepting/Rejecting a suggestion It's a

f) work really well.

10

9

It might be

g) see one or two problems.

11

I think your idea would

h) great idea!

12

I'm not so

i)

think it would work in practice,

13

It sounds like a good idea, but I don't

j)

worth trying.

14

It sounds like a good idea, but I can ....

k) sure about your idea.

Complete the sentences by writing one word in each gap. 1

I was

2

Please email me when you

3

I think you

4

What

5 6

if you

give me some advice. a chance. I'd really finish the course. It's

going to a careers centre as well? It we meet up for lunch one day next week to talk

I'm not sure your idea will

but it's definitely

it. than just giving up. be a good idea. it? trying.

Job application Put the parts below into the correct order to make a complete email for someone applying for a job. (a) the summer programme where I worked last year. I am available for interview in Naples any weekday afternoon, and you can email (b) as a Word document. You will notice that I have supervised children on a range of sports and cultural !

activities as well as dealing (c) Dear Sir/Madam / / W i t h reference to your advertisement on the JobFinders.com website, I am

_

interested in applying ! i

(d) as I enjoy working with young people. I have a lot of energy and enthusiasm and am also responsible and reliable. I have attached my CV

;jj

(e) First Certificate grade A. I would be grateful if you would consider my application. You will see

|

;jj

(f) the travel industry. During the last few summer holidays I have

|

| jj

(g) for the post of tour leader for Italian school students. I am 26 years old and am currently studying

I

11

(h) me or telephone me on the number below. I look forward to hearing from you soon. Yours faithfully

I

|j

(i) for a diploma in Tourism at Naples University. After that I hope to follow a career in

I

||

(j)

|

||

(k) to do something more varied and challenging, and for this reason I am interested

||

(I) with transport arrangements and tickets. You will also notice that my English is good and I have

in the job of tour leader, taking students to London. I feel that I would be well-suited for this job

|

(m) from my attached CV that two people can be contacted as references, one is a university professor and the other is from |j 1 10

(n) worked as a youth leader in Italy, and I enjoyed the work very much. Next summer I would like a

2

3 11

4 12

5 13

6 14

7

8

9

j

T h e email in section A on the previous page is one long paragraph. Show where new paragraphs could begin by writing a / / symbol in the text. T h e structure below will help you. 1

Greeting

2

Reason for writing For example: where (and when) you saw the advertisement and which job you are interested in.

3

Your background and experience For example: your age (optional); present job and/or studies; your qualifications (or if you are a student what you hope to do in the future); a description of your recent work experience.

4

The iob For example: mention the skills and personal qualities that make you suitable for this job.

5

Refer to vou C V Ask the reader to look at your CV/Resume, and focus on one or two key points.

6

Final comments For example: say that you hope your application will be considered; say who will give you a reference; say when you are available for interview; say how you can be contacted.

7

Standard final sentence

8

Formal ending

Complete the sentences with one of these words: as, at, for, from, 1

With reference

your advertisement

applying I have attached my C V

3

I am available

4

I'm working

5

You can email me or telephone me

6

I look forward

a Word document.

interview

Naples.

a sales representative at the moment. hearing

7

I have a good knowledge

8

I'm unemployed I'm studying

the JobFinders.com website, 1 am interested

the post of tour leader.

2

9

in, of, on, to.

the number given

business administration. I studied it

the moment. I've been out a degree

10

I hope to follow a career

11

I have been working

12

I attach my C V

my CV.

you soon-

Environmental Studies. the legal profession. Telekom for one year.

requested.

university.

work since the summer.

Phrase bank index Basics Arrangements Writing styles Commercial Complaints and apologies Personal Reports

74 76 77 78 81 82 84

Basics Name

Previous contact

Formal/Neutral

Informal

D e a r Mr/Mrs/Ms Dupuis

Hi/Hello Mary

Dear Mary

Mary, . . . (or no n a m e at all)

T h a n k you for your e m a i l o f . . .

T h a n k s for y o u r e m a i l .

F u r t h e r t o your last email, . . .

R e your e m a i l , . . .

1 apologise for n o t g e t t i n g in

S o r r y I h a v e n ' t w r i t t e n for ages,

c o n t a c t w i t h you before n o w . R e a s o n for writing

Giving information

Attachments

Asking for information

Requests

Promising action

Offering help

Final comments

I a m writing in c o n n e c t i o n w i t h . . .

just a short note a b o u t . . .

I a m writing w i t h regard t o . . .

I ' m writing a b o u t . . .

I n reply t o your email, h e r e a r e . . .

H e r e ' s t h e . . . you w a n t e d .

Your n a m e was g i v e n t o m e by . . .

I g o t your n a m e from . . .

W e would like t o p o i n t o u t t h a t . . .

Please n o t e t h a t . . .

I'm writing to let you k n o w t h a t . . .

Just a n o t e t o say . . .

W e are able t o c o n f i r m t h a t . . .

W e can confirm t h a t . . .

I a m d e l i g h t e d to tell you t h a t . . .

G o o d news!

W e regret to i n f o r m you t h a t . . .

Unfortunately, ...

Please find a t t a c h e d my report.

I've attached . . .

I'm sending you . . . as a p d f file.

H e r e is t h e . . . you w a n t e d .

C o u l d you give m e s o m e i n f o r m a t i o n a b o u t . . .

C a n you t e l l m e a little m o r e a b o u t . . .

I would like t o k n o w . . .

I'd like t o k n o w . . .

I'm i n t e r e s t e d in receiving/finding o u t . . .

Please send m e . . .

I'd b e grateful if you c o u l d . . .

P l e a s e c o u l d you . . .

I w o n d e r if you c o u l d . . .

C o u l d you . . . ?

D o you t h i n k I c o u l d h a v e . . . ?

C a n I have ... ?

T h a n k you in a d v a n c e for your h e l p in this m a t t e r .

I'd a p p r e c i a t e your h e l p o n this.

I will . . .

I'll . . .

I'll investigate t h e matter.

I'll l o o k i n t o it.

I will c o n t a c t you again shortly.

I'll get b a c k to you s o o n .

W o u l d you like m e to . . . ?

D o you w a n t m e t o . . . ?

If you wish, I would b e happy t o . . .

Shall I . . . ?

L e t m e k n o w w h e t h e r you w o u l d like m e t o . . .

L e t m e k n o w if you'd like m e to . . .

T h a n k you for your h e l p .

T h a n k s a g a i n for . . .

D o n o t h e s i t a t e to c o n t a c t us a g a i n if you require any further i n f o r m a t i o n . Please feel free t o c o n t a c t m e if you h a v e any questions. M y d i r e c t l i n e is . . . Close

b u t I ' v e b e e n really busy.

L e t m e k n o w if you n e e d a n y t h i n g else. Just give m e a c a l l if you h a v e a n y q u e s t i o n s . M y n u m b e r is . . .

I a m looking forward t o . . . ( + -ing)

L o o k i n g forward t o . . . ( +

G i v e my regards to . . .

B e s t wishes t o . . .

Best wishes

S p e a k to/See you s o o n .

Regards

Bye ( f o r now)/AlI t h e best

-ing)

Negotiating a project A s k i n g for information

W h a t are your usual c h a r g e s (fees/rates) f o r . . . ? C a n you give m e s o m e m o r e i n f o r m a t i o n a b o u t .

Requests

D o you t h i n k you c o u l d . . . ? W o u l d you be able t o . . . ?

Emphasising a main point

M y m a i n c o n c e r n a t this stage is . . . T h e m a i n t h i n g for m e is

A s k i n g for a suggestion

H o w d o you t h i n k w e should d e a l w i t h this? W h a t d o you t h i n k is t h e best way forward?

M a k i n g a suggestion

W h y d o n ' t you . . . ? W h a t a b o u t if we . . . ?

Negotiating: being

firm

I understand w h a t you're saying a b o u t . . .

(but...)

I c a n s e e w h a t you're saying, b u t . . Negotiating: being

flexible

W e would b e prepared t o . . . ( i f . . . ) I a m willing t o . . . ( i f . . . )

Negotiating: agreeing

Okay, I ' m happy w i t h t h a t for now. T h a t ' s fine.

N e x t steps

I'll b e in t o u c h a g a i n s o o n w i t h m o r e details. Let's t a l k n e x t w e e k a n d see h o w t h i n g s are g o i n g .

Closing

I l o o k forward t o w o r k i n g w i t h y o u . I ' m sorry t h a t we c o u l d n ' t use your services this t i m e , but 1 h o p e t h e r e will b e a n o t h e r opportunity.

Checking understanding Technical problems

Did you get my last message s e n t o n . . . ? Sorry, you forgot to a t t a c h t h e file. C a n you send it again? I got your e m a i l , but 1 c a n ' t o p e n t h e a t t a c h m e n t . Did you m e a n t o send this? I d o n ' t w a n t to o p e n it in c a s e it's g o t a virus.

A s k i n g for clarification

I'm n o t sure w h a t you m e a n by . . . ? C o u l d you clarify? W h i c h . . . do you m e a n ? I d o n ' t understand this p o i n t . C a n you e x p l a i n in a little m o r e d e t a i l ? A r e you sure a b o u t t h a t ?

G i v i n g clarification

Sorry, w h a t I m e a n t was . . . , n o t . . I t h o u g h t . . . , but 1 m a y b e wrong. I'll c h e c k a n d get b a c k to you. T h e c o r r e c t i n f o r m a t i o n is g i v e n below. Please a m e n d your records a c c o r d i n g l y . Sorry, forget my last e m a i l . You're right.

Close

I h o p e this clarifies t h e s i t u a t i o n . G e t b a c k t o m e if there's a n y t h i n g else.

Arrangements Meetings

R e a s o n for writing

Formal/Neutral

Informal

I ' m writing to arrange a time for our m e e t i n g .

Just a q u i c k n o t e t o arrange a t i m e

W h a t t i m e would b e c o n v e n i e n t for you? S u g g e s t i n g time/place

C o u l d we m e e t o n ( d a y ) in ( t h e m o r n i n g e t c . ) at ( t i m e ) ?

S a y i n g w h e n y o u are/ are not free

Confirming

I would b e able t o a t t e n d t h e m e e t i n g o n

A r e you free s o m e t i m e n e x t w e e k ? I'm free T h u r s d a y a m .

I ' m o u t o f t h e office u n t i l 2 p m .

I w o n ' t be a r o u n d u n t i l after l u n c h .

A n y t i m e after t h a t would b e fine.

A n y t i m e after t h a t is okay.

I ' m afraid I c a n ' t m a n a g e n e x t M o n d a y .

Sorry, c a n ' t m a k e it n e x t M o n d a y .

I'd like t o c o n f i r m . . .

T h u r s d a y is g o o d for m e .

T h a t ' s fine. I will call/email you t o m o r r o w

T h a t should b e okay. I'll get b a c k

T h i s is to let you k n o w t h a t I will n o t b e able to attend the meeting n e x t Thursday.

Close

H o w a b o u t ( d a y ) at ( t i m e ) ?

Thursday morning.

t o c o n f i r m t h e details. Changing arrangements

t o m e e t . W h e n w o u l d suit you?

to you if there's a p r o b l e m . R e our m e e t i n g n e x t w e e k , I'm afraid I c a n ' t m a k e Thursday.

I w o n d e r if we c o u l d m o v e it t o . . . ?

H o w a b o u t . . . instead?

I apologise for any i n c o n v e n i e n c e caused.

S o r r y for t h e i n c o n v e n i e n c e .

1 l o o k forward to m e e t i n g you in Brussels.

S e e you in Brussels.

Let m e k n o w if you n e e d to c h a n g e

G i v e m e a c a l l if a n y t h i n g c h a n g e s .

the arrangements.

Invitations Inviting

Prepare

W e would b e very pleased if you c o u i d c o m e to . . .

I'm writing to i n v i t e you t o . . .

I would like to i n v i t e you t o . . . / a t t e n d o u r . . .

W o u l d you like t o c o m e to . . . ?

Please let m e know if you will b e able t o a t t e n d .

Please let m e k n o w if you c a n m a k e it.

B e f o r e t h e m e e t i n g it would b e useful if

P l e a s e prepare . . . before t h e m e e t i n g .

you c o u l d prepare . . .

Accepting

It would b e helpful if you c o u l d bring . . .

Please bring to t h e meeting . . .

T h a n k you for your k i n d i n v i t a t i o n .

T h a n k s a lot for t h e i n v i t a t i o n .

T h e d a t e you suggest is fine.

T h e date's fine for m e .

I would b e d e l i g h t e d t o a t t e n d t h e

I'd l o v e t o c o m e t o t h e m e e t i n g . It

m e e t i n g . I a m sure it will be very useful. Refusing

sounds like a great idea.

T h a n k you for your k i n d i n v i t a t i o n .

T h a n k s a lot for your k i n d i n v i t a t i o n .

Unfortunately, I have another appointment

U n f o r t u n a t e l y , I h a v e s o m e t h i n g else

o n t h a t day. Please a c c e p t my apologies. I h o p e we will h a v e the o p p o r t u n i t y to m e e t o n a n o t h e r o c c a s i o n in t h e n e a r future. I a m sure t h a t the m e e t i n g will b e a great success.

in my s c h e d u l e o n t h a t day. I h o p e we c a n m e e t up s o o n . G o o d luck with the meeting!

Writing styles Formal/Informal

Example phrases

Formal/Neutral

Informal

T h a n k you for your e m a i l r e c e i v e d 12 F e b .

T h a n k s for t h e e m a i l .

W i t h regard/reference to . . .

Re ...

1 would b e grateful if you c o u l d . . .

P l e a s e c o u l d you . . .

W e regret to advise you t h a t . . .

I'm sorry t o tell you t h a t . . .

P l e a s e a c c e p t our apologies for . . .

I'm sorry f o r . . .

I was w o n d e r i n g if you c o u l d . . .

C o u l d you . . . ?

W e n o t e t h a t you h a v e n o t . . .

You h a v e n ' t . . .

W e would like to r e m i n d you t h a t . . .

D o n ' t forget t h a t . . .

It is necessary for m e to . . .

I need to ...

It is possible t h a t I will . . .

li m i g h t . . .

W o u l d you like m e to . . . ?

Shall I ...1

However, . . . / In addition, . . . / T h e r e f o r e , ...

But, . . . / Also, ... / S o , . . .

[f you require any f u r t h e r i n f o r m a t i o n , please

If you'd like m o r e details, let m e know.

do not hesitate to c o n t a c t me.

Latin / Anglosaxon origin

I look forward to m e e t i n g you n e x t w e e k .

S e e you n e x t w e e k .

assistance/due to/enquire/inform/information

help/because of/ask/tell/facts

obtain/occupation/possess/provide/repair

get/job/have/give/fix

request/requirements/verify

ask for/needs/check ( p r o v e )

Direct/Indirect

Requests

A s k i n g for permission

O f f e r i n g help

M a k i n g a suggestion

Softening a strong

Direct

I n d i r e c t : polite/diplomatic

C a n you . . . '

C o u l d you . . . ?

Please c o u l d you . . .

I was w o n d e r i n g if you c o u l d . . .

CanI

Is it all right if I . . . ?

...f

Could I

I w o n d e r if I c o u l d . . . ?

Can!

W o u l d you like m e to . . . ?

Shall I . . . '

D o you n e e d a n y h e l p with . . . ?

W h a t a b o u t . . . (+ -tng)?

W h y d o n ' t we . . . ?

S h a l l we . . . ?

P e r h a p s we should

T h e r e is a p r o b l e m .

I'm afraid t h e r e is a s m a l l p r o b l e m .

T h a t will b e very e x p e n s i v e .

T h a t might be quite expensive.

It seems t h e r e is a slight p r o b l e m .

comment

W o n ' t t h a t be a bit e x p e n s i v e ? W e c a n ' t do that.

T m n o t sure we c a n d o t h a t .

T h a t gives us very little t i m e .

Actually, t h a t d o e s n ' t give us m u c h t i m e .

It will be b e t t e r to ask H e i d i .

W o u l d n ' t it be b e t t e r to ask H e i d i ?

I disagree.

I c a n see w h a t you're saying, b u t . . . D o n ' t you t h i n k t h a t . . . ? T o b e h o n e s t , I t h i n k it m i g h t b e b e t t e r t o . . .

Commercial Request for information (customer) S a y i n g h o w y o u got t h e c o n t a c t

W e m e t last T h u r s d a y o n your s t a n d at t h e M u n i c h T r a d e Fair. I a m e m a i l i n g you off your website, w h i c h I f o u n d t h r o u g h G o o g l e .

Giving reason for writing

W e are a manufacturer/supplier/provider o f . . . . W e are i n t e r e s t e d in . . . W e are a Turkish c o m p a n y e x p o r t i n g t o t h e E U , a n d we n e e d . . .

General requests

W e would b e grateful for s o m e i n f o r m a t i o n a b o u t . . . P l e a s e send us i n f o r m a t i o n a b o u t your p r o d u c t r a n g e a n d prices.

Specific r e q u e s t s

I n particular, w e would like t o k n o w . . . P l e a s e send full details o f your prices, d i s c o u n t s , t e r m s o f p a y m e n t a n d delivery t i m e s . C o u l d you also say w h e t h e r t h e r e is a n y m i n i m u m order.

Close

A n early reply would be greatly a p p r e c i a t e d . 1 l o o k forward to a n early reply, a n d a m sure t h a t t h e r e is a m a r k e t for your products h e r e in Hungary.

Giving information (supplier) Thanks

T h a n k you for your e m a i l o f 4 J u n e i n q u i r i n g a b o u t . . .

G i v i n g factual i n f o r m a t i o n

W e c a n q u o t e you a price o f . . . C I F / F O B I s t a n b u l . W e c a n deliver by . . . ( d a t e ) / w i t h i n . . . ( p e r i o d o f t i m e ) T h e goods will b e shipped 3 days f r o m r e c e i p t o f a firm order. W e c a n offer a d i s c o u n t o f . . . o n orders o v e r . . . . W e require p a y m e n t by b a n k transfer/letter o f c r e d i t . O u r n o r m a l procedure is to . . . O u r n o r m a l t e r m s for first-time c u s t o m e r s are . . . W e c a n supply t h e items you require d i r e c t l y f r o m s t o c k .

Saying what you are attaching

I a m a t t a c h i n g a d o c u m e n t t h a t gives full details o f . . . I a m a t t a c h i n g our c u r r e n t c a t a l o g u e a n d price list as a pdf file.

Highlighting o n e o r t w o key points A n s w e r i n g specific q u e s t i o n s

You will see t h a t . . . You will n o t e t h a t our l i n e o f . . . is o n special offer. You will also n o t e t h a t . . . . O u r e x p e r i e n c e in this field i n c l u d e s . . . W e d i s p a t c h t h e goods w i t h i n 2 4 h o u r s o f a firm order, a n d for

first-time

customers

o u r m i n i m u m order is € 1 , 0 0 0 . I a m afraid t h a t m o d e l is n o longer a v a i l a b l e . H o w e v e r , . . . Close

W e feel sure t h a t . . . . M a y 1 suggest t h a t I call you at your c o n v e n i e n c e t o discuss t h e m a t t e r further? I f you n e e d a n y further i n f o r m a t i o n , p l e a s e d o n o t h e s i t a t e t o c o n t a c t m e . M y d i r e c t l i n e is . . .

Following up a call (supplier) Open

T h a n k you for taking t h e t i m e o n t h e t e l e p h o n e this m o r n i n g t o e x p l a i n

S u m m a r i s i n g k e y points

1 understand t h a t you are l o o k i n g for . . . a n d I a m c o n f i d e n t t h a t we c a n find a good s o l u t i o n for your needs.

G i v i n g additional i n f o r m a t i o n

I h a v e a t t a c h e d s o m e i n f o r m a t i o n a b o u t our c o m p a n y , i n c l u d i n g . . . I h a v e a t t a c h e d a list o f s o m e o f our c l i e n t s , w h i c h you will see i n c l u d e . . .

S a y i n g y o u will call b a c k

A s agreed, I'll g i v e you a c a l l during t h e last w e e k o f S e p t e m b e r . I h a v e made a n o t e to c a l l you a g a i n a f t e r y o u ' v e h a d a c h a n c e t o . . . P e r h a p s t h e n it would b e a g o o d idea t o m e e t t o discuss . . .

Close

I n t h e m e a n t i m e , if you would like t o discuss a n y o t h e r p o i n t s , please d o n ' t h e s i t a t e to give me a call on my direct line . . . .

Asking for better terms (customer) Open

T h a n k you for s e n d i n g . . . . W e a r e i n t e r e s t e d in . . . . H o w e v e r , t h e r e are o n e or t w o things we would like t o clarify b e f o r e g o i n g a h e a d .

Discussing terms

D o you give a n y d i s c o u n t o n a n order o f t h i s size? W o u l d you b e prepared t o let us h a v e t h e goods o n c r e d i t ? W e n e e d t h e s e i t e m s by . . . at t h e latest.

Close

I f we c a n r e a c h an a g r e e m e n t o n t h e s e m a t t e r s w e a r e sure t h a t we c a n d o m o r e business w i t h you in t h e future. W e l o o k forward to h e a r i n g f r o m you s o o n .

Replying and agreeing terms (supplier) Open Saying yes

T h a n k you for your e m a i l o f . . . i n q u i r i n g a b o u t a possible order for . . . I n r e l a t i o n to . . . , we would b e h a p p y t o let you h a v e . . . I h a v e s p o k e n to my l i n e m a n a g e r , a n d w e a r e a b l e t o . . . o n t h i s o c c a s i o n .

Looking for a compromise

W i t h regard t o . . . , u n f o r t u n a t e l y w e a r e n o t a b l e t o . . . . H o w e v e r , 1 a m sure w e c a n find a n a c c e p t a b l e c o m p r o m i s e . W e a r e prepared t o a c c e p t . . . .

F i n a l details

W e would b e grateful if you c o u l d supply b a n k r e f e r e n c e s . Please return t h e a t t a c h e d f o r m asap s o t h a t your o r d e r c a n b e processed w i t h o u t a n y delay. P l e a s e n o t e t h a t we h a v e r e c e n t l y i m p r o v e d t h e f u n c t i o n a l i t y o f our website, a n d it is n o w possible t o p l a c e a n order o n - l i n e . A l t e r n a t i v e l y , you c a n p r i n t o u t t h e a t t a c h e d o r d e r f o r m a n d return it t o us by m a i l .

Close

I h a v e arranged for a m e m b e r o f o u r c u s t o m e r services t e a m t o give you a c a l l later in t h e w e e k . T h e y will b e a b l e t o d e a l w i t h a n y f u r t h e r p o i n t s . W e h o p e you find our q u o t a t i o n satisfactory a n d l o o k forward t o r e c e i v i n g your order. W e assure you t h a t it will h a v e o u r p r o m p t a t t e n t i o n . If you n e e d a n y f u r t h e r i n f o r m a t i o n , d o n o t h e s i t a t e t o c o n t a c t us.

Making an order (customer) Open

T h a n k you for your r e c e n t e m a i l , a n d we a c c e p t your q u o t a t i o n . O u r c o m p l e t e d order f o r m is a t t a c h e d , a n d w e give full b a n k details below.

Close

Please a c k n o w l e d g e r e c e i p t o f this order.

Confirming an order (supplier) Open

Your order h a s b e e n r e c e i v e d . W e c a n c o n f i r m t h a t your goods h a v e b e e n s h i p p e d . You c a n t r a c k shipping details o n our website. D u e to e x c e p t i o n a l d e m a n d t h e s e i t e m s are t e m p o r a r i l y o u t o f s t o c k . W e h o p e t o b e able t o ship your o r d e r w i t h i n . . . days a n d will k e e p you fully i n f o r m e d . W e apologise for a n y i n c o n v e n i e n c e t h i s may c a u s e .

Close

W e are c o n f i d e n t t h a t t h e goods will m e e t your e x p e c t a t i o n s . S h o u l d t h e r e b e a n y questions, please d o n o t h e s i t a t e t o c o n t a c t m e , e i t h e r by e m a i l or p h o n e .

Asking for payment (supplier) First reminder - open

W e are writing c o n c e r n i n g a p a y m e n t o f € 1 2 , 6 0 0 for i n v o i c e n u m b e r K J 6 7 8 w h i c h is n o w overdue. A copy o f t h e i n v o i c e is a t t a c h e d . A c c o r d i n g to our records, t h e s u m o f € 4 , 5 0 0 is still o u t s t a n d i n g o n your a c c o u n t .

First reminder - action

Please s e n d a b a n k transfer t o s e t t l e t h e a c c o u n t , or a n e x p l a n a t i o n o f why t h e b a l a n c e is still o u t s t a n d i n g . I f you h a v e already d e a l t w i t h this matter, please disregard this e m a i l . W e would a p p r e c i a t e your c o o p e r a t i o n in resolving this m a t t e r as s o o n as possible.

Second/Third reminder open

O n ( d a t e ) I wrote to you regarding your c o m p a n y ' s u n p a i d a c c o u n t , a m o u n t i n g to € 4 , 5 0 0 . M a y we please r e m i n d you t h a t this a m o u n t is still o u t s t a n d i n g . I wish to draw your a t t e n t i o n t o my previous e m a i l s o f ( d a t e s ) a b o u t t h e o v e r d u e p a y m e n t o n your a c c o u n t . W e are very c o n c e r n e d t h a t t h e m a t t e r has n o t yet r e c e i v e d your a t t e n t i o n .

Second/Third reminder action

W e n e e d a b a n k transfer in full s e t t l e m e n t w i t h o u t f u r t h e r delay. Clearly, this s i t u a t i o n c a n n o t b e allowed t o c o n t i n u e , a n d w e must ask you to t a k e i m m e d i a t e a c t i o n to s e t t l e your a c c o u n t . If you h a v e a n y queries o n this matter, please d o n o t h e s i t a t e t o c o n t a c t m e . T h a n k you for your c o o p e r a t i o n .

Final demand - open

Following my emails o f ( d a t e s ) I must i n f o r m you t h a t we h a v e still n o t r e c e i v e d p a y m e n t for t h e o u t s t a n d i n g sum o f € 4 , 5 0 0 . 1 wrote t o you o n ( d a t e s ) regarding t h e b a l a n c e o f € 1 2 , 6 0 0 o n your a c c o u n t . I a t t a c h c o p i e s o f b o t h e m a i l s . T h i s sum is n o w two m o n t h s o v e r d u e . W e are very c o n c e r n e d t h a t t h e m a t t e r h a s n o t yet r e c e i v e d your a t t e n t i o n .

Final d e m a n d - a c t i o n

U n l e s s we r e c e i v e p a y m e n t w i t h i n s e v e n days, we s h a l l h a v e n o a l t e r n a t i v e but t o take legal a c t i o n t o r e c o v e r t h e money. I n t h e m e a n t i m e , your e x i s t i n g c r e d i t facilities h a v e b e e n suspended.

Complaints and apologies Complaining (customer) Open

I a m writing . . . . . . in c o n n e c t i o n with m y order F S 6 9 0 w h i c h arrived this m o r n i n g . . . . to c o m p l a i n a b o u t t h e quality o f a p r o d u c t I b o u g h t from your website. . . . t o c o m p l a i n a b o u t t h e p o o r service w e r e c e i v e d from your c o m p a n y . . . . to draw your a t t e n t i o n to t h e n e g a t i v e a t t i t u d e o f s o m e p e o p l e i n your c u s t o m e r services section.

Complaint

O u r order dated 1 6 S e p t e m b e r clearly s t a t e d t h a t w e w a n t e d 1 , 0 0 0 i t e m s , h o w e v e r you . . . T h e goods were faulty/damaged/in p o o r c o n d i t i o n . T h e r e seems co be an error in t h e invoice/a m i s u n d e r s t a n d i n g . T h e e q u i p m e n t I ordered h a s still n o t b e e n d e l i v e r e d , despite my p h o n e c a l l t o you last w e e k t o say t h a t it is n e e d e d urgently. T h e product I r e c e i v e d was well b e l o w t h e s t a n d a r d I e x p e c t e d . T o m a k e matters worse, w h e n I c a l l e d your c o m p a n y your s t a f f . . .

Request for action

Please replace che faulty goods as s o o n as possible. W e must insist o n a n i m m e d i a t e replacement/full refund. U n l e s s I r e c e i v e t h e goods by t h e e n d of this w e e k . I will h a v e n o c h o i c e but t o c a n c e l my order.

Close

I h o p e t h a t you will deal w i t h this m a t t e r p r o m p t l y as it is c a u s i n g m e c o n s i d e r a b l e inconvenience.

Apologising (supplier) Open

Apologising

D e n y i n g responsibility

Promising action

1 a m writing in relation t o your r e c e n t c o m p l a i n t . I was very c o n c e r n e d to l e a m a b o u t . . . Please a c c e p t my s i n c e r e apologies. I would like to apologise for t h e i n c o n v e n i e n c e you h a v e suffered. W e a p p r e c i a t e t h a t this h a s caused you c o n s i d e r a b l e i n c o n v e n i e n c e , b u t we c a n n o t a c c e p t a n y responsibility in this matter. C a n you l e a v e it w i t h m e ? I'll l o o k i n t o t h e m a t t e r a n d get b a c k t o you tomorrow. I h a v e looked i n t o t h e m a t t e r a n d . . . I h a v e s p o k e n t o t h e staff i n v o l v e d , a n d . . . W e will send r e p l a c e m e n t items/give you a refund i m m e d i a t e l y . I c a n assure you chat this will n o t h a p p e n a g a i n . W e ' r e h a v i n g a temporary p r o b l e m with . . . . W e ' r e d o i n g e v e r y t h i n g we c a n to sort it o u t .

Compensation Close

T o c o m p e n s a t e tor t h e i n c o n v e n i e n c e , w e w o u l d like t o offer you . . . T h a n k you for bringing this m a t t e r t o my a t t e n t i o n . P l e a s e a c c e p t my a s s u r a n c e t h a t it will n o t happen again. O n c e again, I h o p e you will a c c e p t my apologies for t h e i n c o n v e n i e n c e c a u s e d . I very m u c h h o p e you will c o n t i n u e t o use our services in t h e future. If you h;ivo any further queries, ple;ise d o n o t h e s i t a t e to c o n t a c t m e o n my d i r e c t line . . .

Personal Being friendly Y o u h e a r d s o m e t h i n g , but a r e n o t s u r e

It seems t h a t . . .

S o m e t h i n g is t r u e , b u t surprising

Actually, . . .

S o m e t h i n g is o b v i o u s o r a l r e a d y k n o w n

Obviously,...

Good/bad fortune

Unfortunately, . . .

S a y i n g w h a t y o u really t h i n k

T o be h o n e s t , . . .

Apparently, . . .

In fact, . . . Of course,... Luckily, . . . Frankly, . . .

Going back to a topic

Well, ...

C h a n g i n g t h e topic

Anyway, . . .

So, ...

S u m m a r i s i n g w i t h t h e m o s t i m p o r t a n t point

Anyway, . . .

Basically, . . .

So, ...

Anyway, ... By t h e way,

Asking for advice Formal/Neutral

Informal

Open

I'd like your advice a b o u t a problem I h a v e .

I've got a bit o f a problem.

Asking for advice

I was w o n d e r i n g if you h a d a n y ideas a b o u t .

D o you h a v e a n y ideas a b o u t . . . ?

W h a t would you advise m e t o d o ?

W h a t should I do?

Please write b a c k w h e n you h a v e t h e t i m e

P l e a s e e m a i l m e w h e n you get t h e

Close

a n d let m e k n o w w h a t you t h i n k .

chance.

Giving advice Formal/Neutral

Informal

Open

I was sorry t o h e a r a b o u t your c u r r e n t difficulties.

I'm sorry you're h a v i n g s u c h a hard

Giving advice

I t h i n k it m i g h t be a g o o d idea to . . .

I t h i n k you s h o u l d . . .

H a v e you t h o u g h t o f . . . ( + -mg)?

W h a t a b o u t . . . ( + -ing)?

Result

T h i s would m e a n t h a t . . .

T h a t way, . . .

Options

I t h i n k this o p t i o n would be preferable

I t h i n k it's b e t t e r t h a n . . . ( + -mg)

t i m e at t h e m o m e n t .

to . . . ( + -mg) Close

I hope I have been o f some help.

Suggestions M a k i n g a suggestion

I t h i n k we should/I suggest t h a t we/ Let's go t o . . . S h a l l we/Perhaps we c o u l d / W h y d o n ' t we go t o . . . ? I suggest/How a b o u t going t o . . - ?

Accepting

It's a great idea! I t h i n k your idea would work really well. It m i g h t b e w o r t h trying.

I h o p e I've helped a bit.

I ' m n o t so sure a b o u t your idea.

Rejecting

It sounds like a good idea, b u t I d o n ' t t h i n k it would work in p r a c t i c e . It sounds like a good idea, but I c a n see o n e o r two p r o b l e m s .

Special situations Thanks

J u s t a q u i c k n o t e co say m a n y t h a n k s for . . . [ really a p p r e c i a t e e v e r y t h i n g t h a t you h a v e d o n e .

G o o d luck

G o o d luck with ... I would like to cake this o p p o r t u n i t y to wish you every success in t h e future.

Congratulations

M a n y c o n g r a t u l a t i o n s o n your p r o m o t i o n / n e w j o b . I was d e l i g h t e d to h e a r t h e news a b o u t . . . Well done!

Best wishes

Please g i v e my best wishes/regards t o . . .

Bad news

I was so sorry t o h e a r a b o u t •.. 1 was really sorry t o hear you're n o t well. . . . H o p e you feel b e t t e r s o o n . If there's a n y t h i n g I c a n d o to help, let m e k n o w .

Job application Greeting (formal)

D e a r Sir/Madam

R e a s o n for writing

W i t h r e f e r e n c e to your a d v e r t i s e m e n t o n t h e . . . website, I a m i n t e r e s t e d in applying for t h e post o f . . .

Your background and e x p e r i e n c e

T h e j o b itself

Refering to your C V

Final c o m m e n t s

I a m 2 6 years old a n d am c u r r e n t l y studying for a degree in . . . a t . . . U n i v e r s i t y . F o r t h e last two months/years I h a v e b e e n w o r k i n g as a . . . a t . . . . I a m interested in this j o b because . . . 1 feel t h a t 1 would b e well-suited for this j o b as I e n j o y / h a v e a lot o f e x p e r i e n c e in . . . . 1 h a v e a t t a c h e d my C V as a W o r d d o c u m e n t . You will n o t i c e chat I . . . as well as . . . . You will also n o t i c e t h a t . . . . I would b e grateful if you would c o n s i d e r my a p p l i c a t i o n . You will see f r o m my C V t h a t two people c a n be c o n t a c t e d as references, o n e is . . . a n d t h e o t h e r is from . . . . I a m a v a i l a b l e for interview in .../by p h o n e a n y weekday a f t e r n o o n , a n d you c a n e m a i l m e or t e l e p h o n e m e o n t h e n u m b e r below.

Close

I l o o k forward t o h e a r i n g f r o m you s o o n . Yours faithfully

Reports Report structure Introduction / Background

A s requested at t h e B o a r d m e e t i n g o f 18 A p r i l , h e r e is m y report. T h e report will discuss/consider/describe/analyse/review . . . T h e report is based o n . . . I h a v e divided t h e report i n t o t h r e e s e c t i o n s .

Findings

T h e findings/figures/results/investigations s h o w t h a t . . . It appears t h a t . . . . T h i s has led t o a s i t u a t i o n w h e r e . . . T h e graph/table shows t h a t . . .

Signposts

A s c a n be s e e n in t a b l e 1/section 2/figure 3 , . . . A s m e n t i o n e d a b o v e , . . . / . . . , see below. . . . a n d I will discuss t h i s in m o r e d e t a i l below/in s e c t i o n 3 . 2 .

Conclusion / Recommendations

I (would like t o ) suggest/recommend t h a t . . . M y specific r e c o m m e n d a t i o n s are as follows.

Closing comments

P l e a s e h a v e a look at t h e r e p o r t a n d let m e h a v e your c o m m e n t s . P l e a s e feel free t o c o n t a c t m e if you h a v e a n y q u e s t i o n s .

Linking words Sequence

Firstly, . . .

T a l k i n g generally

I n general, . . .

Secondly, ...

Finally, . . .

Contrast

However, . . .

A d d i n g a n o t h e r point

In addition, . . .

Examples

For e x a m p l e , . . .

For i n s t a n c e , . . .

Alternatives

E i t h e r . . . or . . .

Alternatively, . . .

Real (surprising) situation

In fact, . . .

Actually, . . . Obviously, . . .

Usually, . . .

O n the whole, . . .

Nevertheless, ...

O n t h e o t h e r h a n d , ..

Moreover, ...

S o m e t h i n g is o b v i o u s

Clearly, . . .

M o s t i m p o r t a n t point

Especially, . . .

Rephrasing

I n o t h e r words, . . .

Result/consequence

A s a result, . . .

N e w topic

I n relation to . . .

O n another point, ... e.g. Instead o f . . .

A s a m a t t e r o f fact, . . . O f course, . . .

A b o v e all, . . .

I n particular, . . .

T h a t is to say, . . .

Therefore, ... Regarding ...

i.e.

For this reason, . . . W i t h reference to ...

Careful, balanced style G i v i n g b o t h sides of a n a r g u m e n t

I n general . . . , h o w e v e r . . .

O n t h e w h o l e . . . , but . . .

M a k i n g a s t a t e m e n t less general

Many/Some ...

Usually/Typically/Often . . .

M a k i n g a s t a t e m e n t less c e r t a i n

It is possible/probable t h a t . . .

It seems/appears t h a t . . .

M a k i n g a c o m p a r i s o n less s t r o n g

substantially/considerably/much ( + c o m p a r a t i v e a d j e c t i v e )

Concluding

O n balance, . . .

marginally/slightly ( + c o m p a r a t i v e a d j e c t i v e )

T a k i n g all t h e a b o v e p o i n t s i n t o c o n s i d e r a t i o n ,

. . . tends to be . . .

Answer key Introduction

C lb

1 Formal or informal? A Id

2a

3d

4c

D Email 1

2 h

12 k

3 i

13 I

4 n

14 a

5b

6e

7c

8f

9m

lOj

llo

IS g

S u b j e c t : Your order reference

number

KD654

In relation to your order received today, we c a n n o t supply

B

the quantities you need at this m o m e n t . Please confirm as

Email L

s o o n as possible if a part-delivery would be acceptable, with

Sorry. / can't make it on Friday. A s £U miss the meeting, could you send m e a copy of the minutes? I l l write t o A n i t a as well, co tell her ( t h a t ) I won't be there. O n c e again, I'm sorry for this, and I promise ( t h a t ) £11 be at the next meeting,

the rest to follow later. Regards, S t e f a n Email 2 S u b j e c t : T h a n k s for your message Regarding your message left o n my answering m a c h i n e -

Email 2

yes, I'm free for l u n c h o n Wednesday n e x t week. By the

T h a n k s for the email o f 2 5 Ian where you asked for help o n

way, good news about your interview. H a v e to^work now.

how co order on-line. I need to know your a/c number

S e e you, J a n e .

before I c a n deal with this. Please could you also provide details of w h i c h version of W i n d o w s you're using.

Email 3 S u b j e c t : O p t i o n s for T e c h n i c a l Help

Email 3

W e have a T e c h n i c a l Assistance section o n our website,

R e your order number ] 8 9 1 - we received it this morning,

with an extensive lisc o f Frequently A s k e d Questions.

but you h a v e n ' t filled in che sections on size and colour.

Customers find this very c o n v e n i e n c as it is available

W h a t exactly do vou need? T h e s e products are selling very

2 4 hours per/a day, 7 days a week. O n t h e o t h e r hand, if you

well ac t h e m o m e n t , and I'm sorry to cell vou chat che

need to speak to somebody in person, you c a n call during

medium size is temporarily out o f stock. But we're expecting

working hours. Best wishes, A l a n .

more supplies soon. S h a l l 1 email you when chey arrive?

3 Key phrases

C lfc

2c

12 b

3a

13 n

4m 14 d

5o

6f

7h

81

9j

10 i

11 g

15 e

2 Missing w o r d s a n d a b b r e v i a t i o n s

Email 1 M e e t i n g 14/5 E m a i l 2 Regarding your order Email 3 A c c i o n re c o n t r a c t Email 4 Special Offer!

A \ c, j

A

2b, i

3 e, f

4 a , d, k

5 h, 1

6g

5 It was a great evening wasn't it! I really enjoyed the meal,

E m a i l 5 Shipping confirmation.

8

and it was nice co see Mary and Roger again. Have vou had

1 Re your last

a c h a n c e to speak to Lucy yet? D o n ' t worry if you haven't, I

2 Just a short note to let you know t h a t . . .

email

will be seeing her comorrow.

3 G o o d news!

A b o u t nexc week - the film you suggested sounds great. I've

4 W e c a n confirm t h a t . . .

b e e n talking to some colleagues at work about it. Hm n o t

5 Sorry for . . .

sure about che day, though. Tuesday might be difficult.

6 Unfortunately, . . .

Perhaps Wednesday would be better? Let me know.

7 Please . . . / C a n you • • - ?

I'm going to my parents at the weekend - I'm looking

8 C a n you . . . ? / Please . . . ? 9 D o you want me to . . . ?

forward to it. T h e y live in Chichester. Have vou ever been chere?

10 Shall I ...?

S o m e t i m e soon we need to talk about holiday plans for n e x t

a

summer. T h i n g s are still a bit uncertain ac my work. It

12 I've a t t a c h e d . . .

mighc be possible to take two weeks off in July, but I can't

13 T h a n k s for your help.

be sure. T h r e e weeks would be impossible. Ills a pity.

14 If there's anything else, just let us know.

I'll get back to you.

Anyway, I've got to go now. I hope you're well, HI see you

15 Looking forward to . • •

n e x t week.

1 6 Regards / Best wishes •

more formal

Basics 4 Opening and closing

7

about/regarding

8

attached

9

require/need/want

10 hesitate

A 1 c

2 g

3 b

4 h

5d

6 f

7a

8 e

B

B

lb

1-5J

2-lc

3-7a

4-4h

5-8e

6-6f

7-2g

2c

3a

4 f

5d

6e

7h

8j

9i

10 g

c

8-3b

c

1 I'd like to know a little more about

1 Beg/Newt

7

Beg/Neut

2 I'd appreciate your help o n this

2

End/lnf

8

End/lnf

3 Please get back co me if you need any more information

3

End/Neut

9

Beg/Neut

4 I'd like you to prepare a report

4

Beg/Int"

10

End/Neut

5 I need you to be there at the meeting

5

End/lnf

11

Beg/Inf

6 I'll send it to you

6

End/Neut

12

Beg/Inf

7 C a n I ask you to look after t h e m 8 O f course, I'd. be pleased to help

D a) 3, 9

b ) l , 6 , 7, 10

c) 4, 5, 8, 11, 12

9 S h a l l I show t h e m round

d) 2

1 0 Let m e know if there's anything else

5 Giving news

D

A

1 I'd like co know a little more about

I formal

2 informal

3 informal

4 formal

B

3 I'd appreciate your help o n this.

1 I'm writing to confirm our appointment o n Tuesday 6 June.

4 I need you to . . .

2 Unfortunately, I will not be able to make the meeting o n

5 I'd like you to . . . ( C o u l d you . . . ) 6 Shall I ...?

Tuesday 6 June.

I'd really appreciate it.

3 You will be pleased to hear that your application has

C a n I ask you to . . . ?

b e e n accepted.

Let me know if . . .

4 W e regret co inform you that your application has not

O f course.

been successful. 5

...

2 Please get back co me if you need any more information.

Bad news I'm afraid about our crip next weekend. / Bad news about our trip n e x t weekend, I'm afraid.

7 I n t e r n a l messages

6 You'll never guess what's happened!

A

7

Version I is n o t appropriate for an internal company

Here's an update on the project.

c o m m u n i c a t i o n . It is t o o long, and it is n o t clear what

c a) 5. 6

b) 1, 2

c) 3, 4

action the reader should take. Version 2 is better because it

d) 7

is easy to understand and has a clear structure.

D 1 Further

5

reference

2

6

let

contirm/say

B Situation: M r B i a n c h i o f Ferrara Textiles will be looking

3

make/attend

7

Unfortunately

4

forward

8

attached

around the c o m p a n y tomorrow, from about 12.00. O b j e c t i v e : It is important to make a good impression. Strategy: Please:

E lb

2 a

3

1 Inform all staff in your department.

J

6 f

4 e

2 R e m i n d them to greet M r B i a n c h i by n a m e and cake

F

time to answer his questions.

ID

2 B

11C

3 C

12 C

4 C

13 D

B

6 A

7 D

A 1 seen/read

2 riunsc 3 Uun/Could rrcuible/cD-operarion/help

5 hearing 6

Regards/Yours

9D

10 A

3 Arrange lunch breaks so chat there is always someone

14 B

6 Information, action, help

4

8 A

available in your section. Closing c o m m e n t : T h a n k you for your cooperation.

C Model

answer:

S u b j e c t : training course I have found some information abouc a computer training course. I t h i n k it would be useful tor s o m e o n e from our department to attend. T h e details are as follows: Course: Spreadsheets for F i n a n c i a l Planning. Hares: 4 J u n e - 8 June

Times: 1 8 . 0 0 - 19-30 every evening

9 Arranging a meeting

Cost: € 7 5 0

A

I am free and would like to go. Would it be possible for che

1 be

c o m p a n y to pay?

convenient

2 o n e time

T h a n k you.

3 at, on, o n

D

4 shall

Model

answer:

5 return to

S u b j e c t : Mrs Roche's retirement

6 for, could be

A s you may know, Mrs Roche will be retiring at che end o f

7

t h e year. S h e has b e e n w i t h t h e company for 15 years.

8 Pardon me, c o n t r o l

W e would like to organise a leaving party for her, and present her with a small gift. Claudia will be coming round

occupied

9 a promise 1 0 W h a t if, in place o f

if you want to make a c o n t r i b u t i o n .

11 matter, away

T h e party wilt be after work o n 2 0 December, in the main

12 regret again

c o n f e r e n c e room. Everyone is w e l c o m e .

13 see 14 telephone

8 Attachments

15 compliments

A 1 B , C ('enclosed' is the word used when something is inside an envelope, but some people still use it for email) 2 A, D 3 B, D 4 A, B 5 A, C 6

B,C

7 C, D

B

8 How/What

1 on/next/-

9 instead

2 in 3 convenient/good/okay

1 0 able

4 regards

11 would

5 afraid/sorry

12 seeing/meeting

6 make/manage

13 call/ring

7 away/busy

1 4 any

8 B, C lb

9 A, B

2e

3d

4a

5f

6c

0

10 A, D

1 are we still okay for Tuesday?

B

2

1 hope you like it

1 need to finalise arrangements today.

3 c a n we reschedule for the following week?

2 return chem tc) me

4 something urgent has c o m e up.

3 I'm sending

5 I'll circulate che agenda in the n e x t few days.

4 I have atcached 5 you'll be able to

6

6

E

carefully

let me know if you want to make any changes.

7 I would be grateful

1 're going

6 '11 take

8 forgot t 2 send

2

7 're not doing/aren't doing

9 as promised

're c a t c h i n g

3 will be

8 '11 h a v e

1 0 what d a you think

4 're staying

9 are sending (will send)

I I £U let you know

5 're meeting

12 in red

10 Invitations and directions

C

A

Email 1 1 find 2 H o p e

Formal company

3 Let

Email 1

Email 2 4 sending/attaching

5 attention

Email 3 7 As

8 else/more

9 end

Email 4 10 forgot

11 Here

12 Kick

Email 5 13 would

1 0 '11 give

14 could

15 noce

6 by

1 Dear Mary 2 W e would be very pleased if you could c o m e 3 It has b e e n arranged 4 in order to 5 Your a t t e n d a n c e will be very welcome. 6 it will n o t be necessary to 7 Refreshments will be provided 8 Your presence at the m e e t i n g will be very useful. 9 will be able to attend,

1 0 as soon as possible.

C

11 J o h n Saunders

lc

Email 2

0

2 b

3 e

4 f

5a

6 d

12 T h a n k you for your kind invitation.

1 get/come

11 give

1 3 1 would be delighted to accend

2

12 lose

1 4 I am sure it will be very useful.

3 by

13 do

1 5 Would ic be possible

4 turn

14 Either

1 6 T h a n k you o n c e more for your invitation

5 on

15

17 I look forward to seeing you

6

1 6 yet

Email 3 1 8 T h a n k you for your kind invitation. 1 9 Please accept my apologies. 2 0 let me have a copy o f any report arising from the discussion. 2 1 we will have che opportunity to m e e t o n a n o t h e r occasion in the near future.

find

until

country/countryside/park

7 miss

17 feeling

8 past/by

1 8 stay 1 9 looking

9 at 1 0 in

2 0 wishes/regards

11 Negotiating a p r o j e c t A 1 Can

8 could

2 2 I am sure chat the meeting will be a great success.

2 would, could

Informal company

3

could

1 0 might

Email 1

9 should

4 need to

11 would

1 Hi Mary

5

should

12 need to h a v e

2 I'm writing co invite you

6

would

13 would

3 I've arranged it

7

would

14 couldn't

4 co

B

5 It'd be great to see you.

2 f

3 i

4d

5 h

6b

7g

8j

9a

lOe

6 you won't need to 7 T h e r e ' l l be plenty co eat and drink

1 W h a t are your usual charges/rates for

8 Hope to see you in May!

2 How do you chink we should deal with this?

9 can make ic,

3 W h y don't you

1 0 asap.

4 My main c o n c e r n at this stage is

11 S t e p h a n i e

5 D o you chink you could 6 I'll be in touch again soon wich more details.

Email 2 12 T h a n k s a lot for the invite.

7 W e would be prepared co

13 I'd love to come to

8 I understand what you're saying about 9 Okay, I'm happy with that for now.

1 4 Ic sounds like a great idea. 15 W i l l it be okay 1 6 T h a n k s again. 17 see you

1 0 1 look forward to working with you.

12 Checking understanding A

Email 3

1 the a t t a c h m e n t

1 8 T h a n k s a lot for the invite.

2 you mean

1 9 I'm very sorry t h a t I will miss the meeting.

3 W h i c h conference/one

2 0 email me and lec me know how ic wenc.

4 me know

2 1 we c a n meet up soon. 2 2 G o o d luck with the meeting!

5 you sure/certain 6 open it

B

7 be wrong

1 would, could

8

2

presence/attendance, useful/welcome, make

B

3

let, know, as

4 kind, delighted/pleased, seeing/meeting 5 Unfortunately, appointment/meecing/commitmenc, apologies 6 opportunity/chance, near, success.

to you

1 in o n 2 hack co C 1 Sorry, you forgot to send the a t t a c h m e n t . C a n you send it again?

2 Did you mean co send this? I don't want to open the a t t a c h m e n t in case it's got a virus.

1 've just received

5

distributed

2

need

6

want

3

've given out

7 've already c o n t a c t e d

4 I'll c h e c k and get back to you later today.

4

had

8

5 W h i c h c o n f e r e n c e do you mean?

E

3 A r e you sure about that? ( thought the conference was in Istanbul.

6 Sorry, I don'c understand this point. C a n you explain ic in a little more detail? 7 I'm n o t sure what you m e a n by this. C o u l d you clarify? 8 I thought the meeting was o n Thursday, but I may b e wrong. 9 Sorry, forget my last email. You're right. It should be

1 haven't been

5 didn't recognise

2

met

6

3

was waiting

7 has dyed

4

was

clarifies the situation.

8 was going out

5

've b e e n dieting

2 've b e e n waiting

6

've started

3

7

've b e e n going

Have you found

1 attached

7 point/term/word

14 Comparisons

2

8 detail

A

Let

3 forgot

9 latest

1 the

fastest

4 again

1 0 back

2 the biggest

5 by

11 in

3 easier, the easiest

6

12 wrong

4 less, che lease

checked

5 worse, the worst

Language focus

6 further, che furthest

13 V e r b f o r m s

7

than

A

8

much

I

8 H a v e you ever done

4 've decided

D

b)

2 d)

present

simple

present continuous

3

0

present perfect

4

c)

present perfect continuous

5

a)

past simple

6

e)

past continuous

B P r e s e n t simple always/ofcen/never; every day; from time to cime; now; nowadays; o n c e a year; these days Present continuous at the m o m e n t ; currently; now; nowadays; these days P r e s e n t perfect

was wearing

F 1 've b e e n phoning

Thursday, not Friday. 1 0 W h a t I meant was G a t w i c k , n o t Heathrow. I h o p e chis

think

9 a little 1 0 o n e of our best 11 more t h a n 12 more and more 13 better, the more 1 4 che best, ever 15 compared to/in comparison with 1 6 as expensive as 17 the same as 1 8 as many 1 9 as m u c h 2 0 like

6 6 more and more

already; always/often/never; ever; just; n o t yet; over the last

1 to

few m o n t h s ; recently; so far this year; up to now

2

rainier

7 as

Past simple

3

much

8 more expensive

ago; aiways/often/never; every day; from time to time; in the nineties; lasc week; yesterday

4

friendliest

5

ever

9 as 1 0 more

C 1

interview

2

'm planning

3

need

4 've always been able to 5 're operating 6

have fallen

7

means

8

hope

like

8

much

best

9

same

the

1 0 more

to

11 as

less

12 with/to

compared

13 ever

than

1 4 more/further

0

Email 2

la) a lot more man 5 0 %

T h a n k you for taking the time to attend an interview with

l b ) considerably more t h a n 5 0 %

us last week. Unfortunately, we h a v e to inform you that

2a) a little ovet 5 0 %

your application has n o t b e e n successful.

2b) slightly more t h a n 5 0 %

As we mentioned in t h e interview, we had many applicants

3 a ) around 5 0 %

for this position and the standard o f candidates was very

3 b ) roughly 5 0 %

high. W h i l e we were impressed w i t h your interview, we did

4 a ) almost 5 0 %

n o t fee! that you have the necessary skills and experience

4 b ) nearly 5 0 %

for the position.

5a) far less than 5 0 %

W e appreciate your interest in working with us, and we

5 b ) much less t h a n 5 0 %

would like to take this opportunity to wish you every

E

success in the future.

1 little over

4

2

5 slightly more t h a n

much less than

3 around

nearly

6 roughly the same as

16 C o m m o n mistakes A 1 J am

writing

15 Sentence structure

2 «tmti by Friday

A

3 I will be I would be 4 aweek attached

1 You may remember me. W e exchanged business cards at

5 nan
the Trade Fair last week.

6 j o j o o n Q3 as soon as

2 O u r advertising campaign is going well. W e should 3

consider extending it until June.

7 I hcew I've been

I am writing to ask about availability of rooms in July. 1

8 m o t e betcet better/much b e t t e r 9 ac 8 Feb on 8 Feb

need a single room for 3 nights. 4 I am going to my parents next weekend. I h a v e n ' t seen t h e m for a long time.

1 I am writing from Head Office in M u n i c h to let you know that I am c o m i n g t o visit your offices in Moscow n e x t month. 2 T h i s will be part o f a visit that I am making to all our

4

5

11 informations information 12 co mem to meeting

B

3

1 0 don't can help c a n ' t help

13 1 am really I really 1 4 the follow the following 15 I'm aftoid but-we I'm afraid ( t h a t ) we

B

subsidiaries in C e n t r a l Europe.

1 reference tQ your

1 will take the opportunity to consult with you about our

2 you f^r sending inform yoy that

9 you would like 10 think 111 stop 11 meet you at the

strategic plan for C e n t r a l Europe, which we have been

3

working on for some time.

4 able to confirm

12 hearing from you 13 a copy o f the

I would also like to visit our production facility while I

5 apologise for the

am in Moscow, and if there is time, some of the local

6 appreciate it if

1 4 invitation j o visit

suppliers as well.

7 get back to me

15 reference tQ your

I will c o n t a c t you again as soon as I know the e x a c t dates

8 would he c o n v e n i e n t

when I can travel.

C

c

Email 1, first paragraph

Email 1

going w i t going to visit /1 like to I would like to / to ohowing

1 am writing to t h a n k you for your hospitality during my

yett to show you

recent trip to Paris. T h e meetings were very productive, and

Email 1, second paragraph

I am sure that they lay the basis for a good long-term

would being would be / Pleaoc to let Please let / to ace you

business relationship.

to seeing you

A s well as the business side of things, 1 really appreciated

Email 2 , first paragraph

the time you took to show me Notre Dame, and the

we bean interviewing we h a v e b e e n interviewing /

wonderful meal that we had afterwards. T h e next time that

inform that to inform you t h a t / member of team m e m b e r

you are in M u n i c h it will be my pleasure to return your

of the team

kindness.

Email 2 , s e c o n d paragraph

Please give my regards to your colleagues in the Paris office,

m v i t e you a j h o r t invite you to a short / have c h a n c e have a

ir was

great pleasure to meet them all.

c h a n c e / enn to estimate can estimate

Email 3 , first paragraph

25

responsibilities

1 am write I am writing / wan trtmjfer was transferred / we

26

money

2 9 England

ycc haven't we still h a v e n ' t (we haven't received the

2 7 could

goods yet)

Commercial

Email 3, second paragraph said (told me) / at the morning in the morning / for to fese to lose

2 8 visiting 3 0 forward

18 A c u s t o m e r - s u p p l i e r s e q u e n c e A

Email 4 , first paragraph not JO good aa n o t as good as / remember you remind you / porticwiar particularly (in particular) Email 4, second paragraph

Id

2c

6 1/4/5

3 e

4b

5a

7 2/3

B

I could be grateful I would be grateful / ac-che Inter at the

1 an inquiry

5 an order

latest 11 a b o I'll also

2

6 an invoice (with the goods)

17 P u n c t u a t i o n a n d spelling A

information

3 a quotation

7 a complaint

4 the quotation

8 the problem

C

Dear A n t o i n e Curiel

1 b

I am the Sales Manager for G e n e t e c h , a small biotechnology c o m p a n y based in C o l o g n e . I attended your presentation at the Eurotech c o n f e r e n c e in Paris in N o v e m b e r and we met briefly afterwards. Here is the information I said I would send, including our latest annual report. I hope it is of interest.

2a

3 f

4 d

5c

6h

7e

1 swppfy

5

standard

2 advertisement

6

terms

3 acknowledge receipt o f

7

willing

4 value for money

8

charges

Best regards

19 Inquiries and orders

M i c h a e l Bretz

A

B

a) Inquiry 2

f) Reply 3

b) Reply I

g) Inquiry 3

Mr Williams. In fact, I'm meeting h i m o n Friday

c) Inquiry 5

h) Inquiry I

16 M a r c h . W e ' r e meeting in his Brussels office and I'm a bit

d) Inquiry 4

i) Reply 5

nervous about it because I don't speak French very well!

e) Reply I

j ) Reply 4

He's the Marketing Director of the company, and reports

B

Hi J e a n - how are you? T h a n k s for your email about

directly to the C E O . It's going to be an interesting meeting, and I haven't been to Belgium before, so I'm looking forward to it. Anyway, I'll be in touch when I get back. C A n g e l a - have you read John's report yer? I think its main conclusions are correct. T h i s is basically what he's saying: sales are flat, and have b e e n so for months; there's no new products in the pipeline, despite our large R&.D budget; and our share price is at its lowest point since last November. I hope the Board take it seriously. D

8g

D

lc

2a

3 e

4b

5d

6b

7 e

8d

9c

10a

C 1 attached,

7 accept, quotation

delay

2 would, grateful 3

8 processed, track

firsc-time, pre-payment

9 note, records

4 discount, repeat

1 0 temporarily, stock

5 dispatched, firm

U

6 assure, prompt

12 correct, amend

apologise, i n c o n v e n i e n c e

2 0 Discussing a n d a g r e e i n g t e r m s A

1 which

13 a c c o m m o d a t i o n

2 received

1 4 cities

Id

3 haven't

15 beginning

9 an order

4 replied

1 6 February

3 Email 1

2 g

3 e

4 a

5c

1 0 an offer

6h

7b

8f

11 an agreement

5 really

17 it's

6 Actually

1 8 great

1 list

7 credit

7 finally

1 9 completely

2 units

8 terms

8 succcssful

2 0 different

3 order

9 independent

2 1 restaurant

4 discounts

1 0 latest

9 guarantee

1 0 interesting

2 2 opportunity

5 size

11 reach

u

2 3 Hopefully

6 prepared

12 well-known

arrangements

12 their

2 4 people

1 2 a compromise

22 Describing business t r e n d s

Email 2 13

relation

14

regard/reference

15

1 9 full/further

A

2 0 stock

1 6 compromise

2 2 fill

17

control

2 3 team

18

procedure

2 4 deal

2

c

b) fall

f)

c ) get worse

g) be down

d) hit a low

h) be stable

go-u>ent-gone

1 0 to

in

U

3 on

grou»-grew-grown

of

/all-fell-fallen

12 for

3 a) siou/ty

4 with

13 ahead

b) sharply

5 on

1 4 in

c ) slightly

6

15 o n

d) gradually

7 on

1 6 over

e) significantly

8 on

17 from

9 for

1 8 within

by

f) steadily 4 a gradual improvement, slow growth

21 Asking f o r p a y m e n t

5 a) by b) o f

A 1 I wish to draw your attention

to my two previous

c) in

emails.

d) from, to, by

2 T h e r e is an overdue payment o n your a c c o u n t . 3 W e are c o n c e r n e d that the matter has n o t yet received your a t t e n t i o n . 4 T h i s situation c a n n o t be allowed to c o n t i n u e . 5 W e must urge you to take immediate action to settle your account. 6 W e have still not received payment for the outstanding

e) since, for B 1 at

5

2

rose

6 by

1 0 at

3

to

7 steady

11 rapidly

8

12 w a t c h

4 of

figures

growth

7 W e shall have no alternative but to cake legal a c t i o n to recover the money. 8 W e would appreciate your cooperation in resolving this matter.

1 i ' m sure 2 won't 3 I expect 4 probably won't

B

5 are likely Co

First reminder: email 3

6 1 doubt

S e c o n d reminder: email 4

7 could

T h i r d reminder: email 2

8 may n o t ( m i g h t n o t )

Final demand: email 1

9

2b

3a

4b

D

( N O T used: won't probably, could n o t ) 11c

12 a

13 b

D

1 c o n c e r n i n g a payment 2 should have b e e n cleared 3 to settle your a c c o u n t 4 have still not received 5 the outstanding sum further delay

7 now two months overdue 8

might

1 0 might n o t (may n o t )

C

6

9 for

C

sum.

la

shrink

rise-rose-risen

1 for 2

e) decrease

1 a) go down

2 1 place

first-time

forward che payment

9 shall have no alternative

1 likely 2 at 3 will increase 4

uncertain

5 will probably 6 co raise interest rates 7 likely to 8

considerably

9

increasing

1 0 might have 11 probably won't 12 it's going to rain

2 3 Cause, e f f e c t , c o n t r a s t A

5

In fact

6

in spite o f the fact t h a t

7 A s a result

1 to, in

8 Taking everything into consideration

2

therefore, as

3

from, of, of, to

25 Apologies

4 because, due

A

5

Email 1

1 such

5 led to

1 on behalf

2 as a result

6

because

2 unprofessional c o n d u c t

3

7

So

3 Please a c c e p t my sincere apologies for

so

4 due to

8 because o f

of

4 You h a v e my assurance t h a t 5 resolve the matter to your satisfaction

C

6 W e will

1 chough, although

5 fact t h a t

2

6 However, Nevertheless, E v e n

7 T o c o m p e n s a t e for che i n c o n v e n i e n c e caused

3 spite, despite

7

though

8 regarding t h e incident

4 spite, Despite

8

Even

whereas, while

9 If you h a v e any further queries 1 0 d o n o t hesitate to c o n t a c t m e

D ID

2 B

11 A

3 C

12 C

4 D

5 C

13 A

6A

7C

8D

9A

10 B

Email 2 1 1 for

14 D

Problems

1 2 unfortunate behaviour

24 Complaints

1 4 You can be sure t h a t

1 3 I'm really sorry for 1 5 sort out the problem

A 1 c o n n e c t i o n , attitude

7 terms, treatment

2 matter, i n c o n v e n i e n c e

8 entitled, replacement

3 delivered, urgently

9 dissatisfaction, received

4 purchased, standard

1 0 unless, cancel

5 a t t e n t i o n , problem

11 complain, quality

6 appreciate, replaced

12 refund, further

B If

2g

3a

4c

5b

6h

7e

8d

1 6 I'll 1 7 As a friendly gesture 1 8 about what happened 1 9 If there's anything else 1 0 please call B lg

2j

3 f

4 i

5b

6a

7c

8h

9d

10 e

C

C 1 connection 2

6 standard

urgently

7 terms

4 t)ut o f woelc

3 further

8 dissatisfaction

5 an inflammation in our wamhouoo

4 refund

9

5 attention

10

replacement inconvenience

7 fcotopg i h e m

D

8

1 Furthermore,

In addition

2 Finally, Firstly 3

1 T h a n k you very much for bringing this matter to my

However, Nevertheless

4 E v e n chough, In spite o f the fact thac

attention. 2

5 A s a result, Therefore 6

A b o v e all, In particular

7 In fact. In reality 8

In conclusion, Taking everything into consideration

• Even chough, In spite o f the fact that

c

Jioadvantage

D

1 was very c o n c e r n e d co learn about the problems you experienced.

3

I will look into the matter and get b a c k to you within che n e x t few days.

4 O n c e again, please a c c e p t our apologies for the i n c o n v e n i e n c e caused. 5 Having looked into this matter in detail, I regret that I

1 Firstty 2

However

3

Furthermore

4 A b o v e all

c a n be o f n o further assistance.

Reports

3 W e interviewed three candidates w h o were all very good. 4 T h e three candidates t h a t we interviewed were all very

2 6 R e p o r t s t r u c t u r e a n d key phrases

good.

A

5 Marketing want to postpone the product launch, which

lb

2d

3a

4e

I feel is a mistake.

5c

6 T h e workers who we might need to dismiss are listed

B If

2d

3a

4e

5c

6b

7k

8j

9h

lOg

below.

111

7 T h e team whose results were particularly good should be

12 L

given a bonus.

Introduction/Background: 1, 2, 3, 4

Direct/Indirect

Findings: 5, 6, 7 Conclusion/Recommendations: 8, 9

28 Being direct and brief

C l o s i n g c o m m e n t s : 10, 11, 22

A

C

1 Version 2

1 purpose of the report 2 based o n the figures 3 divided the report

5 Version 2

3 Version 1

6 Version 1

4 c a n be seen

B

5 led to a situation

Model answer:

6

S u b j e c t : M e e t i n g 7 Feb

above

4 Version 2

2 Version 1

7 shows that

R e our phone call, the meeting place you suggested is fine -

8 S e e section 4 . 2

lobby of the I n t e r c o n t i n e n t a l H o t e l in Barcelona, 2 . 0 0 o n 7 Feb. L o o k forward co seeing you there. Please be my guest

9 I suggest that 1 0 as follows

tor dinner in che evening.

11 make reductions

c

12 investigate the possibility

M a n y thanks for your email which I received yeaterday.

13 identify opportunities

Tuesday at 1 0 . 3 0 is fine for m e cm my 9 a m m o c c i n g will -bu

1 4 let me have

finiahed by t h e n . C a n you send me the latest sales figures

2 7 Linking w o r d s and r e l a t i v e clauses

before che meeting? 1 look forward to jootng you there.

A 1 /n general, However, in addition, A s a result, 2

In relation to, so, Nevertheless, Obviously, O n a n o t h e r point, as,

3

0 I am writing to all mycoHeaguco to let you know that I will be away from my office from 1 4 - 2 1 N o v e m b e r on A viuit to Hungary. Please direct all questions thut you h o w to Helga in my absence.

In particular,

4 Firstly, Secondly, In fact, S o , that is to say, Alternatively,

E Model

especially

answer:

S u b j e c c : Baltic States

8

T h a n k s for sending me the info about the Baltic States - it

1 Secondly, Finally

was really useful. I've forwarded your email to our

2 O n the whole, Usually

representative in Estonia, Krista Kilvet. Would you be

3 Nevertheless, O n the other hand

interested in giving a presentation at Head Office o n the

4 Moreover, O n a n o t h e r point

political and e c o n o m i c background in the region? I'm sure

5 e.g., For instance

che Board would be interested.

6 Alternatively, Instead of

F

7 Actually, As a matter of fact 8 Obviously, O f course

Model

9 A b o v e all, In particular

S u b j e c t : T h a n k you for your help

answer:

10 i.e., T h a t is to say

T h a n k you for all your help during the c o n f e r e n c e in

11 For this reason. Therefore

London last week. It was really appreciated. Please give my

12 Regarding, W i t h reference to

best regards to all your U K sales ceam - it was a great pleasure to meet chem. I look forward to seeing you in

C 1 T h e report that the Board issue J describes long-term

strategy.

2 T h e Board ksitc'ti a report which describes long'term

options far OUT

strategy.

opt inns fur our

Dubai at the end of the year.

29 Being indirect and polite

B 1 Acrually/In facc/To be honest

A 1 Could you possibly / 1 was wondering if you could 2 Is ic all right if I /1 wonder if I could 3 Do you need any help with / Would you like me to 4 Perhaps we should / Why don't we

B

2 Luckily 3 Any way/Well/So 4

Unfortunately

5 By the way/Anyway/So/Well 6 Apparently/It seems that/Well 7 T o be honest/Frankly/Actually

1 afraid, small

5

Actually, doesn't, much

2 seems, slight

6

Wouldn't

3 think, may

7

might, quite

4 honest, sure

8

won't, cheap

C 1 I wonder (was wondering) if we could meet again next week? 2 T h e r e seems to be a mistake on the invoice. 3 T h e quality is not very high. 4 Would you like me to speak to Mr Baker? 5 Your estimate for the cost might be a bit low. 6 Wouldn't it be a better idea to wait? 7 To be honest, I'm not sure it's a good idea. 8 Perhaps we should think about cancelling the project.

D

personality.

0 Model answer: Stefan, just a few lines to let you know that I can't join you next weekend. I'm really sorry because I'm sure you'll have great fun, but I've already arranged to go to Paris. I'm staying with Bernard in his flat, and to be honest I really need a break. Things have been a bit difficult recently. First. I've broken up with Rosanna, as you probably know. We've

1 think it's besr for both of us. T h e n , the nexr thing is my

3 Wouldn't, little

job. I have a lot of responsibilities Ln the office and it's quite

4 honest, sure, convenient

stressful. W e have hundreds of customers who call all day

mean

long and I never get a break. O h well, that's life! I'm sorry if

6 don't, would, better

b}2

is not very friendly. T h e extra words give a little more detail and interest, and they show your feelings and your

last month she is going to move to Hamburg. It's a pity, but

2 saying, what about

a) 1,2, 5,6

c T h e email makes sense without the words underlined, but it

been having a lot o f arguments recently, and she told me

1 sounds, practice

5

8 Anyway/Basically/Of course/Obviously/Well

I sound a bit depressed, but writing to vou has helped.

c) 3, 6

d)4

Anvwav. that's all for now. Hope to see you soon. All the best, Wilhelm.

E 1 It seems}] think it's 2 quite/a bit/a little/rather

31 Advice a n d suggestions

3 Wouldn't it be

A

4 we haven't been very happy

a) 3

5 a small favour

*

c) 2

d) 7

e) I

f) 10

3

8 1 might/may be

1 you can

5 it might

9 (To be honest) I'm not sure (that) 1 agree

2 I should

6 you could

10 seem/seems to be/might be

3 me know

7 be preferable

11 quite/a bit/a little/too

4 such a

8 I have

12 would

r

Personal

la

2d

9 h

lOj

3 0 Being friendly A

3b llf

4c

5 a/b

12k

13 i

0 1 wondering, could

1 Apparently

5 Frankly

2 ger/have, appreciate

2

in fact

g) 9

6 Anyway

3 should, better

3 O f course

7 By the way

4 about, might/could/would

4 Luckily

8

5 Shall, about

Basically

h) 4

0 8

j) 6

examples like b ) and d ) have a similar level of formality.

6 I was wondering if you could 7 It's a bit delicate

b) 5

In general phrases a ) - j ) are more formal, although some

6 work, worth

6e

7b I4g

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